Description
Course Name: Diploma in Customer Relationship Management
Course Id: DCRM/Q1001.
Eligibility: Completion of 10+2 (higher Secondary) or equivalent.
Objective: Upon completing a Diploma in Customer Relationship Management, individuals will be equipped with the necessary skills to manage customer interactions effectively, increase customer loyalty, and use CRM technology to improve business performance. Graduates will be capable of designing and executing CRM strategies that lead to enhanced customer satisfaction, retention, and long-term business success.
Duration: Six Months.
How to Enroll and Get Certified in Your Chosen Course:
Step 1: Choose the course you wish to get certified in.
Step 2: Click on the “Enroll Now” button.
Step 3: Proceed with the enrollment process.
Step 4: Enter your billing details and continue to course fee payment.
Step 5: You will be redirected to the payment gateway. Pay the course and exam fee using one of the following methods:
Debit/Credit Card, Wallet, Paytm, Net Banking, UPI, or Google Pay.
Step 6: After successful payment, you will receive your study material login ID and password via email within 48 hours of fee payment.
Step 7: Once you complete the course, take the online examination.
Step 8: Upon passing the examination, you will receive:
• A soft copy (scanned) of your certificate via email within 7 days of examination.
• A hard copy (original with official seal and signature) sent to your address within 45 day of declaration of result.
Step 9: After certification, you will be offered job opportunities aligned with your area of interest.
Online Examination Detail:
- Duration- 120 minutes.
- No. of Questions- 60. (Multiple Choice Questions).
- 10 Questions from each module, each carry 10 marks.
- Maximum Marks- 600, Passing Marks- 40%.
- There is no negative marking in this module.
| How Students will be Graded: | ||
| S.No. | Marks | Grade |
| 1 | 91-100 | O (Outstanding) |
| 2 | 81-90 | A+ (Excellent) |
| 3 | 71-80 | A (Very Good) |
| 4 | 61-70 | B (Good) |
| 5 | 51-60 | C (Average) |
| 6 | 41-50 | P (Pass) |
| 7 | 0-40 | F (Fail) |
Benefits of Certification:
- Government Authorized Assessment Agency Certification.
- Certificate Valid for Lifetime.
- Lifetime Verification of Certificate.
- Free Job Assistance as per your Interest Area.
Syllabus
Introduction to Customer Relationship Management (CRM): Introduction, Customer Loyalty, Success Factors, Three Levels of Service, Service- Level Agreements, Evaluation of Customer Relationship Management, Technological Advancement, Intensive Competition, Growing Importance of the Service Sector, Adoption of total Quality Management (TQM) Programmes, Schools of Thought on CRM, Defining CRM, Benefits of CRM- Customers are Profitable over a period of time, Customer probability is Skewed, Marketing Benefits of CRM, Service Benefits of CRM.
CRM Concepts: Understanding Customer Relationships- Introduction to CRM, understanding relationships, Managing the customer lifecycle – customer acquisition, Managing the customer lifecycle – customer retention and development, Strategic CRM, how to deliver customer-experienced value, managing customer experience, Operational CRM, Marketing automation, Service automation, Analytical CRM, Realizing the Benefits of CRM, Looking to The Future.
Planning for CRM: Planning and Implementing Customer Relationship Management Projects- Introduction, CRM Implementation, Develop the CRM Strategy, Situation analysis, Customers or segments, Market offerings, Channels, Commence CRM education, Develop the CRM vision, set priorities, establish goals and objectives, identify people, process and technology requirements, Develop the business case, Build CRM Project Foundations, Identify change management needs.
CRM and Marketing Strategy: The Implementation of Relationship Marketing and CRM – How to Become a Customer- Focused Organization, Introduction, The Concept of CRM System, CRM Architecture, CRM Implementation, The Definition of ERP, The Critical Success Factor (CSF), The CSF in the Implementation of CRM, Align the whole organization to support CRM implementation, Information Technology, Process Organization, The Corporate Structure, The Corporate Structure, Managing People, Large Companies.
CRM Implementation: Strategies for Successful CRM Implementation- Introduction, CRM in business, Strategies for implementing CRM, Barriers to CRM (pre-CRM), Difficulties after implementing CRM (post-CRM), Successful CRM implementation, Lessons learned, Conclusion.
Service Quality & Customer Support: CRM Domestic Voice Representative Training, Outbound Calls: Interacting with Customer, Using CRM Application: Free CRM, Work Management, Workplace Safety and Hazards, Introduction, Information Technology, Growth of IT Sector in India, Top 10 BPO Companies in India, Sub Sector of IT industry, IT Services, Business Process Management, Software Products, Engineering Research and Development, Employment Trends, Outsourcing, Call Centre Outsourcing, IT Services Outsourcing, Healthcare BPO Outsourcing.
Job Opportunities after completion of Diploma in Customer Relationship Management course:
After completing a Diploma in Customer Relationship Management (CRM), graduates in India can explore diverse career options with promising salary ranges. Here’s a detailed overview:
1. Customer Relationship Manager
- Role: Build and maintain strong relationships with clients to ensure satisfaction and loyalty. Handle complaints, feedback, and retention strategies.
- Salary:
- Entry-level: ₹2.5–4 LPA
- Mid-level: ₹5–8 LPA
- Senior-level: ₹8–12 LPA
2. Customer Success Manager
- Role: Ensure customers achieve desired outcomes using company products/services. Focus on renewals and reducing churn.
- Salary:
- Entry-level: ₹3–5 LPA
- Mid-level: ₹6–10 LPA
- Senior-level: ₹10–15 LPA
3. CRM Analyst
- Role: Analyze customer data using CRM tools, create reports, and offer insights to improve customer engagement.
- Salary:
- Entry-level: ₹3–6 LPA
- Mid-level: ₹6–10 LPA
- Senior-level: ₹10–18 LPA
4. Account Manager
- Role: Serve as the main contact for assigned clients, ensuring satisfaction, retention, and upselling opportunities.
- Salary:
- Entry-level: ₹3–5 LPA
- Mid-level: ₹5–8 LPA
- Senior-level: ₹8–12 LPA
5. Sales Executive/Consultant
- Role: Use CRM data to manage leads, close deals, and build long-term relationships with clients.
- Salary:
- Base salary: ₹2–4 LPA
- With commissions/incentives: ₹5–10 LPA
6. Marketing Specialist (CRM Focus)
- Role: Develop personalized campaigns and communication strategies based on customer data.
- Salary:
- Entry-level: ₹3–5 LPA
- Mid-level: ₹6–9 LPA
- Senior-level: ₹9–12 LPA
7. Business Development Executive
- Role: Identify and engage potential clients using CRM insights. Focus on expanding the business and closing deals.
- Salary:
- Entry-level: ₹2.5–4.5 LPA
- Mid-level: ₹5–8 LPA
- Senior-level: ₹8–12 LPA
8. Client Services Specialist
- Role: Provide tailored solutions and high-quality customer support to ensure satisfaction and retention.
- Salary:
- Entry-level: ₹2–4 LPA
- Mid-level: ₹4–6 LPA
- Senior-level: ₹6–8 LPA
Key Factors Affecting Salaries in India
- Location:
- Higher salaries in metros like Mumbai, Bengaluru, Delhi, and Pune.
- Industry:
- IT, e-commerce, banking, and healthcare pay more compared to others.
- Experience:
- Freshers earn entry-level pay, while 5+ years of experience significantly boosts earnings.
- Certifications:
- Expertise in CRM tools like Salesforce, Zoho, or HubSpot enhances salary prospects.
By gaining CRM expertise, graduates can build rewarding careers with growth opportunities across sectors.
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