Customer Relationship Management QLS Level 2

Unit 1: Introduction to Customer Relationship Management

This module introduces the different types of CRM systems and how to measure their effectiveness using key evaluation metrics. It also covers privacy concerns and how to choose the right CRM tools based on specific business requirements.

Unit 2: Development of Customer Relationship Management Plan

In this module, learners explore strategies to retain customers and apply real-life scenarios to improve CRM implementation. It also explains how to sell CRM concepts, choose between in-house and external solutions, and review customer life cycles effectively.

Completing the Customer Relationship Management QLS Level 2 course opens the door to various career opportunities in the customer service and sales industries. Graduates can pursue entry-level roles such as Customer Service Representative, CRM Assistant, Client Relationship Executive, or Sales Support Officer. The course also lays a solid foundation for progressing into roles like CRM Analyst, Customer Retention Specialist, or Account Manager with experience. Ideal for professionals in retail, marketing, hospitality, or business administration, this qualification enhances your ability to manage customer relationships effectively and improve client satisfaction, helping boost career growth and long-term job prospects.

At the end of this course successful learners will receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

What is meant by customer relationship management?
Customer Relationship Management (CRM) refers to the strategies, technologies, and practices that companies use to manage and analyse customer interactions throughout the customer lifecycle.

What is CRM with an example?
CRM is a system that helps businesses track and nurture customer relationships. For example, a CRM tool like Salesforce can store customer contact details, purchase history, and communication logs.

What does a CRM do?
A CRM system centralizes customer information, automates sales and marketing tasks, tracks interactions, and provides insights to improve customer satisfaction and retention.

What is the CRM process?
The CRM process involves identifying potential customers, acquiring them, converting them into regular buyers, and retaining them through personalized service and engagement.

How to use CRM step by step?
Start by importing customer data, segmenting your audience, automating communications, monitoring interactions, analysing customer behaviour, and continually refining your strategy for better outcomes.

What topics are covered in this CRM Level 2 course?
The course covers CRM types, customer retention strategies, CRM planning, choosing between internal vs external tools, and real-world implementation techniques.

Do I need prior knowledge of CRM to start this course?
No, this course is designed for beginners. It introduces all essential CRM concepts in a simple, easy-to-follow format.

Is this course suitable for small business owners?
Yes, this course is ideal for small business owners looking to implement basic CRM systems to better understand and serve their customers.

How will this course help in my career?
By learning CRM fundamentals, you can enhance your skills in customer service, sales, or marketing roles and boost your employability in customer-focused industries.

Will I get a certificate upon completion?
Yes, upon successfully completing the course, you will receive a CPD-accredited certificate issued by OHSC, along with a Certificate of Completion from CPD Courses.