Customer Relationship Management Course

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We are proud to offer this course in a variety of training formats to suit your needs. We use the highest quality learning facilities to make sure your experience is as comfortable as possible. Our face to face calendar allows you to choose any classroom course of your choice to be delivered at any venue of your choice - offering you the ultimate in convenience and value for money.

June 2024

Code Date Duration Location Fee Action
CRM004 17 Jun 2024 - 21 Jun 2024 5 days Nakuru, Kenya KES 84,000 | $1,100 Register
CRM004 24 Jun 2024 - 28 Jun 2024 5 days Nairobi, Kenya KES 83,000 | $1,100 Register
CRM004 17 Jun 2024 - 21 Jun 2024 5 days Kampala, Uganda $1,900 Register
CRM004 17 Jun 2024 - 21 Jun 2024 5 days Accra, Ghana $2,400 Register
CRM004 24 Jun 2024 - 28 Jun 2024 5 days Cape Town, South Africa $2,400 Register
I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].

June 2024

17 Jun - 21 Jun 2024
5 days
KES 84,000 $1,100
24 Jun - 28 Jun 2024
5 days
KES 83,000 $1,100
17 Jun - 21 Jun 2024
5 days
17 Jun - 21 Jun 2024
5 days
24 Jun - 28 Jun 2024
5 days
Cape Town
I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].


This customer relationship management (CRM) certification training course equips you to understand and apply the aspects of the CRM and manage the relationship well.

The business demands critical follow up and customers definitely appreciate an individual go the extra mile to serve them. This training ensures greater insight to empower the participants in learning the different mechanisms of the CRM and have high level of customer satisfaction.

This IRES training course will enable the individual to support the customer with all the details readily available in the Customer Relationship Management System and ensure a fact-based interaction.


5 Days

Target audience

  • Customer Relationship Managers
  • Any individual who uses the CRM – Customer Relationship Management System
  • Customer Service Representatives
  • Customer Service Executives
  • Sales Support Representatives
  • Call Centre or BPO Executives
  • Business Development Executives
  • Receptionist

Course Level:

Course Objectives

At the end of this IRES training course, you will learn how to:

  • Recognize why Customer Relationship Management (CRM) system is essential
  • Know the best practices of CRM implementation
  • Explain the value generated by using the customer relationship management tool
  • Support teams and individuals to strategize and set key milestones for using the CRM
  • Determine the benefits of using a CRM system
  • Application of the CRM system
  • Support the customer by using the CRM
  • Apply the learnings to enhance customer service, sales and marketing
  • Document the interactions with the customer to follow through

Course Outline

MODULE 1:  Introduction

  • What is a CRM?
  • Know the pre – requisites
  • Develop a learning path

MODULE 2: Build a road map

  • Use the bridge model – create a destination
  • Know your mistakes when using the CRM
  • Why individuals find it hard to use the CRM?
  • Know where you stand on that road?

MODULE 3: Importance of the CRM

  • Why is it important to have the CRM?
  • Optimize the customer relationship by using the CRM
  • Benefits of the CRM
  • Understand the best practices

MODULE 4: Strategy & Planning

  • Develop an organization strategy for the CRM
  • Look at the future when planning
  • Planning of interactions with the customer
  • Deal with the obstacles that come in the way

MODULE 5: Finalize the Tool

  • Finalize the tool which fits the requirement of the organization basis the strategy
  • Manage day to day requirements
  • Organization Settings
  • Data Security
  • User Management
  • Customization

MODULE 6: CRM used in Customer Service

  • Effective use of the CRM when interacting with the customer
  • Support the customer with the right knowledge
  • Detailed Information
  • Communication Channels

MODULE 7: CRM used in Sales & Marketing

  • Automation
  • Customer Relationship Activity and Connect
  • Create a check list for business target success
  • Be a champion – make the CRM work for you

MODULE 8: Follow Through

  • Follow up is Critical
  • Deal with the roadblocks and obstacles
  • Create a plan for the next interaction and ways to connect
  • Effective delegation to the system

Related Courses

Course Administration Details:


The instructor led trainings are delivered using a blended learning approach and comprise of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.


Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).


The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.


Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.

Email:[email protected]/[email protected]

Mob: +254 715 077 817/+250789621067


This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location.

For further inquiries, please contact us on Tel: +254 715 077 817/+250789621067

Mob: +254 792516000+254 792516010 , +250 789621067 ,or mail [email protected]/[email protected]


Payment should be transferred to IRES account through bank on or before start of the course.

Send proof of payment to [email protected]/[email protected]

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