Relationship Management

Released August 2024 | CPD time: 1 Hour

Relationship management, also known as customer relationship management (CRM), refers to a firm’s process of managing and optimising interactions with its customers, past, present and future. CRM is key to customer satisfaction and retention, enhanced collaboration with stakeholders, increased revenue and growth, and the acquisition of new customers. This module examines the essential aspects of effective CRM at all stages of the customer lifecycle.