Customer Relationship Management (CRM)

Category: Customer Service & Professional Skills Courses
Affiliation: ICD-NSDC (Industry-Oriented Skill Training Programme)
Training Mode: Classroom Training + Practical Workshops + Live Case Studies
Programme Type: Certificate / Short-Term / Diploma

Programme Overview

The Customer Relationship Management (CRM) programme is designed to provide learners with practical knowledge of managing customer interactions, improving satisfaction, and enhancing business relationships using modern CRM tools and techniques.

This course focuses on customer engagement, complaint management, relationship building, and CRM software usage, making it ideal for students, graduates, and professionals aiming for roles in customer service, sales, and client management.

Course Duration

• Certificate / Short-Term: 3 – 6 Months
• Diploma: 6 – 12 Months

Key Learning Areas

• Fundamentals of customer service and CRM
• Customer engagement and relationship-building strategies
• Complaint and feedback handling
• CRM software applications and database management
• Communication and professional skills for client interaction

Subjects / Syllabus Covered

• Introduction to Customer Relationship Management
• Principles of Effective Customer Service
• CRM Tools and Software Basics (e.g., Salesforce, Zoho CRM)
• Handling Customer Complaints and Feedback
• Communication and Professional Etiquette
• Sales Support and Customer Retention Techniques
• Real-World Case Studies and Practical Exercises

Practical Training

• Hands-on CRM software usage
• Role-play exercises for customer interaction
• Case studies on real-world customer scenarios
• Mini-projects on client relationship management

Eligibility Criteria

• 12th Pass / Graduate or Equivalent
• Basic computer and communication skills
• Interest in customer service, sales, and client management

Career Opportunities

Graduates can work as:

• CRM Executive / Assistant
• Customer Service Representative
• Client Relationship Coordinator
• Sales Support Executive
• Customer Care Associate

Employment Sectors

• IT and Software Companies
• Call Centers and Customer Support Services
• Banking, Finance, and Insurance Firms
• Retail, E-commerce, and Hospitality
• Service-Based Enterprises and Startups

Why Choose This Course?

• Growing demand for skilled customer service professionals
• Strong focus on practical, real-world CRM skills
• Prepares learners for roles in client management, sales, and support
• Enhances employability, career growth, and professional communication