Name: CRM and Customer Retention Strategies
Price: 13000 KES

Implement CRM systems and build retention strategies that maximise customer lifetime value for Kenyan businesses.

What You Will Learn

✓Select and implement CRM systems
✓Design loyalty programmes
✓Identify and prevent churn
✓Calculate customer lifetime value
✓Build retention campaigns
✓Measure retention ROI

Modules

Lessons

18 hours

Duration

🎍 Certificate & NITA Accreditation

On passing the final exam (50 MCQs, 70% pass mark, unlimited retakes) you receive a GLI-branded PDF certificate with QR verification. CCS is NITA-accredited — eligible employers can claim NITA levy reimbursement for this course.

Course Curriculum

3 modules · 6 lessons · Interactive quizzes · Study notes · Practical exercises · Final exam

Module 1: Foundations of CRM and

2 lessons · 95 min · 5 hours

⌄

▶

Lesson 1: Introduction to CRM and Customer Retention Strategies: Principles and Frameworks

50 min · Video + Reading

⌄

Introduction to CRM and Customer Retention Strategies: Principles and Frameworks

This lesson covers the essential principles of introduction to crm and customer retention strategies: principles and frameworks in the context of CRM and Customer Retention Strategies.

Core Concepts

The foundational principles of CRM and Customer Retention Strategies provide the conceptual scaffolding for all subsequent learning. Understanding WHY these approaches work is as important as knowing HOW to apply them.

Core Framework 1: Systematic assessment of current state
Core Framework 2: Evidence-based planning and goal setting
Core Framework 3: Implementation with regular monitoring and adjustment
Core Framework 4: Evaluation and learning for continuous improvement

Kenya and Africa Context
Kenyan organisations face unique challenges and opportunities in this area. Research on leading Kenyan organisations shows that professionals who master these competencies deliver measurably better results and advance faster in their careers.

Key Frameworks
Apply evidence-based frameworks used by world-class organisations. Each framework provides a structured approach that can be adapted to your specific organisational context.

Practical Application
The principles in this lesson apply directly to daily professional practice. Focus on one framework at a time, practice it deliberately, and build mastery through consistent application.

Case Study
Leading Kenyan organisations have successfully applied these principles to achieve significant performance improvements. Their experience demonstrates that systematic, disciplined application of these frameworks produces results across industries and sectors.

Summary
Introduction to CRM and Customer Retention Strategies: Principles and Frameworks is a core competency for any professional in Sales, Marketing & Customer Experience. Master the frameworks, practice consistently, and build the habit of applying these principles in every relevant situation.

Key Concepts

Introduction to CRM and Customer Retention Strategies: Principles and FrameworksSales, Marketing & Customer ExperienceProfessional PracticeKenya Context

🌍 Real-World Example

Kenya's leading organisations in Sales, Marketing & Customer Experience consistently demonstrate the value of introduction to crm and customer retention strategies: principles and frameworks — delivering superior outcomes compared to peers who rely on intuition alone.

💬 Lesson Quiz

1. Which principle is MOST fundamental to Introduction to CRM and Customer Retention Strategies: Principles and Frameworks?

Technical expertise alone Systematic application of evidence-based frameworks Avoiding all risk Maximising speed

2. In the Kenyan context, Introduction to CRM and Customer Retention Strategies: Principles and Frameworks requires:

Ignoring local cultural factors Adapting global frameworks to local realities Only using international approaches Avoiding all research

3. The best way to develop Introduction to CRM and Customer Retention Strategies: Principles and Frameworks skills is:

Reading about it once Deliberate practice with regular feedback and reflection Watching videos only Waiting for a course

4. A professional applying Introduction to CRM and Customer Retention Strategies: Principles and Frameworks effectively will:

Always achieve perfect results Deliver measurably better outcomes through systematic approach Never make mistakes Complete tasks faster with no quality change

▶

Lesson 2: Core Competencies for CRM Professionals

45 min · Video + Reading

⌄

Core Competencies for CRM Professionals

This lesson covers the essential principles of core competencies for crm professionals in the context of CRM and Customer Retention Strategies.

Core Concepts

Professional competence in CRM and Customer Retention Strategies requires mastery of both technical knowledge and practical application skills.

Technical Knowledge: Understanding the frameworks, models and tools relevant to this domain
Application Skills: The ability to deploy these tools in real-world situations with sound judgement
Contextual Intelligence: Knowing which approach fits which situation
Communication: Explaining your reasoning and results to different stakeholders

Kenya and Africa Context
Kenyan organisations face unique challenges and opportunities in this area. Research on leading Kenyan organisations shows that professionals who master these competencies deliver measurably better results and advance faster in their careers.

Key Frameworks
Apply evidence-based frameworks used by world-class organisations. Each framework provides a structured approach that can be adapted to your specific organisational context.

Practical Application
The principles in this lesson apply directly to daily professional practice. Focus on one framework at a time, practice it deliberately, and build mastery through consistent application.

Case Study
Leading Kenyan organisations have successfully applied these principles to achieve significant performance improvements. Their experience demonstrates that systematic, disciplined application of these frameworks produces results across industries and sectors.

Summary
Core Competencies for CRM Professionals is a core competency for any professional in Sales, Marketing & Customer Experience. Master the frameworks, practice consistently, and build the habit of applying these principles in every relevant situation.

Key Concepts

Core Competencies for CRM ProfessionalsSales, Marketing & Customer ExperienceProfessional PracticeKenya Context

🌍 Real-World Example

Kenya's leading organisations in Sales, Marketing & Customer Experience consistently demonstrate the value of core competencies for crm professionals — delivering superior outcomes compared to peers who rely on intuition alone.

💬 Lesson Quiz

1. Which principle is MOST fundamental to Core Competencies for CRM Professionals?

Technical expertise alone Systematic application of evidence-based frameworks Avoiding all risk Maximising speed

2. In the Kenyan context, Core Competencies for CRM Professionals requires:

Ignoring local cultural factors Adapting global frameworks to local realities Only using international approaches Avoiding all research

3. The best way to develop Core Competencies for CRM Professionals skills is:

Reading about it once Deliberate practice with regular feedback and reflection Watching videos only Waiting for a course

4. A professional applying Core Competencies for CRM Professionals effectively will:

Always achieve perfect results Deliver measurably better outcomes through systematic approach Never make mistakes Complete tasks faster with no quality change

🎞 Module Videos

▶

Foundations of CRM and | Professional Development

YouTube · Watch on new tab

▶

Sales, Marketing & Customer Experience Best Practices | Expert Guide

YouTube · Watch on new tab

📄 Module 1 Study Notes

MODULE 1: FOUNDATIONS OF CRM AND

Key topics covered in this module:
• Introduction to CRM and Customer Retention Strategies: Principles and Frameworks
• Core Competencies for CRM Professionals

Apply these frameworks consistently for measurable professional improvement.

⬇ Download Notes PDF

📝 Practical Exercise

Practical Application:
1. Apply the key frameworks from Module 1 to a real situation in your current role
2. Reflect on: What went well? What would you do differently?
3. Identify one specific improvement to implement in the next week
4. Share your learning with a colleague or mentor

Submit your completed exercise through the LMS dashboard for instructor review.

Module 2: Applying CRM Frameworks in Practice

2 lessons · 95 min · 5 hours

⌄

▶

Lesson 1: Practical Application: Select and implement CRM systems

50 min · Video + Reading

⌄

Practical Application: Select and implement CRM systems

This lesson covers the essential principles of practical application: select and implement crm systems in the context of CRM and Customer Retention Strategies.

Core Concepts

The transition from understanding a framework to applying it consistently is where most professionals get stuck. This lesson provides the practical bridge.

Step 1: Situation analysis — assess what you're dealing with
Step 2: Framework selection — choose the right tool for this situation
Step 3: Application — deploy the framework systematically
Step 4: Review — assess the result and adjust

Practice this cycle until it becomes instinctive.

Kenya and Africa Context
Kenyan organisations face unique challenges and opportunities in this area. Research on leading Kenyan organisations shows that professionals who master these competencies deliver measurably better results and advance faster in their careers.

Key Frameworks
Apply evidence-based frameworks used by world-class organisations. Each framework provides a structured approach that can be adapted to your specific organisational context.

Practical Application
The principles in this lesson apply directly to daily professional practice. Focus on one framework at a time, practice it deliberately, and build mastery through consistent application.

Case Study
Leading Kenyan organisations have successfully applied these principles to achieve significant performance improvements. Their experience demonstrates that systematic, disciplined application of these frameworks produces results across industries and sectors.

Summary
Practical Application: Select and implement CRM systems is a core competency for any professional in Sales, Marketing & Customer Experience. Master the frameworks, practice consistently, and build the habit of applying these principles in every relevant situation.

Key Concepts

Practical Application: Select and implement CRM systemsSales, Marketing & Customer ExperienceProfessional PracticeKenya Context

🌍 Real-World Example

Kenya's leading organisations in Sales, Marketing & Customer Experience consistently demonstrate the value of practical application: select and implement crm systems — delivering superior outcomes compared to peers who rely on intuition alone.

💬 Lesson Quiz

1. Which principle is MOST fundamental to Practical Application: Select and implement CRM systems?

Technical expertise alone Systematic application of evidence-based frameworks Avoiding all risk Maximising speed

2. In the Kenyan context, Practical Application: Select and implement CRM systems requires:

Ignoring local cultural factors Adapting global frameworks to local realities Only using international approaches Avoiding all research

3. The best way to develop Practical Application: Select and implement CRM systems skills is:

Reading about it once Deliberate practice with regular feedback and reflection Watching videos only Waiting for a course

4. A professional applying Practical Application: Select and implement CRM systems effectively will:

Always achieve perfect results Deliver measurably better outcomes through systematic approach Never make mistakes Complete tasks faster with no quality change

▶

Lesson 2: Advanced Application: Design loyalty programmes

45 min · Video + Reading

⌄

Advanced Application: Design loyalty programmes

This lesson covers the essential principles of advanced application: design loyalty programmes in the context of CRM and Customer Retention Strategies.

Core Concepts

Advanced professional practice moves beyond mechanical application of frameworks to adaptive expertise — knowing how to modify and combine approaches for complex situations.

Pattern recognition: Identifying which situation type you're facing
Framework adaptation: Modifying approaches for local context
Integration: Combining multiple frameworks for complex challenges
Judgment development: Building the experiential wisdom that comes from deliberate reflection on practice

Kenya and Africa Context
Kenyan organisations face unique challenges and opportunities in this area. Research on leading Kenyan organisations shows that professionals who master these competencies deliver measurably better results and advance faster in their careers.

Key Frameworks
Apply evidence-based frameworks used by world-class organisations. Each framework provides a structured approach that can be adapted to your specific organisational context.

Practical Application
The principles in this lesson apply directly to daily professional practice. Focus on one framework at a time, practice it deliberately, and build mastery through consistent application.

Case Study
Leading Kenyan organisations have successfully applied these principles to achieve significant performance improvements. Their experience demonstrates that systematic, disciplined application of these frameworks produces results across industries and sectors.

Summary
Advanced Application: Design loyalty programmes is a core competency for any professional in Sales, Marketing & Customer Experience. Master the frameworks, practice consistently, and build the habit of applying these principles in every relevant situation.

Key Concepts

Advanced Application: Design loyalty programmesSales, Marketing & Customer ExperienceProfessional PracticeKenya Context

🌍 Real-World Example

Kenya's leading organisations in Sales, Marketing & Customer Experience consistently demonstrate the value of advanced application: design loyalty programmes — delivering superior outcomes compared to peers who rely on intuition alone.

💬 Lesson Quiz

1. Which principle is MOST fundamental to Advanced Application: Design loyalty programmes?

Technical expertise alone Systematic application of evidence-based frameworks Avoiding all risk Maximising speed

2. In the Kenyan context, Advanced Application: Design loyalty programmes requires:

Ignoring local cultural factors Adapting global frameworks to local realities Only using international approaches Avoiding all research

3. The best way to develop Advanced Application: Design loyalty programmes skills is:

Reading about it once Deliberate practice with regular feedback and reflection Watching videos only Waiting for a course

4. A professional applying Advanced Application: Design loyalty programmes effectively will:

Always achieve perfect results Deliver measurably better outcomes through systematic approach Never make mistakes Complete tasks faster with no quality change

🎞 Module Videos

▶

Applying CRM Frameworks in Practice | Professional Development

YouTube · Watch on new tab

▶

Sales, Marketing & Customer Experience Best Practices | Expert Guide

YouTube · Watch on new tab

📄 Module 2 Study Notes

MODULE 2: APPLYING CRM FRAMEWORKS IN PRACTICE

Key topics covered in this module:
• Practical Application: Select and implement CRM systems
• Advanced Application: Design loyalty programmes

Apply these frameworks consistently for measurable professional improvement.

⬇ Download Notes PDF

📝 Practical Exercise

Practical Application:
1. Apply the key frameworks from Module 2 to a real situation in your current role
2. Reflect on: What went well? What would you do differently?
3. Identify one specific improvement to implement in the next week
4. Share your learning with a colleague or mentor

Submit your completed exercise through the LMS dashboard for instructor review.

Module 3: Professional Excellence in Sales, Marketing & Customer Experience

2 lessons · 95 min · 4 hours

⌄

▶

Lesson 1: Building a CRM and Customer Retention Strategies Development Plan

50 min · Video + Reading

⌄

Building a CRM and Customer Retention Strategies Development Plan

This lesson covers the essential principles of building a crm and customer retention strategies development plan in the context of CRM and Customer Retention Strategies.

Core Concepts

Sustained professional development requires intentionality. A structured development plan converts good intentions into consistent practice.

Self-assessment: Where are you now? What are your strengths and gaps?
Goal setting: What specific competencies will you develop in the next 3, 6 and 12 months?
Action planning: What specific practices will you build?
Accountability: How will you track progress and stay on course?

Research consistently shows that professionals with written development plans develop 3× faster than those without.

Kenya and Africa Context
Kenyan organisations face unique challenges and opportunities in this area. Research on leading Kenyan organisations shows that professionals who master these competencies deliver measurably better results and advance faster in their careers.

Key Frameworks
Apply evidence-based frameworks used by world-class organisations. Each framework provides a structured approach that can be adapted to your specific organisational context.

Practical Application
The principles in this lesson apply directly to daily professional practice. Focus on one framework at a time, practice it deliberately, and build mastery through consistent application.

Case Study
Leading Kenyan organisations have successfully applied these principles to achieve significant performance improvements. Their experience demonstrates that systematic, disciplined application of these frameworks produces results across industries and sectors.

Summary
Building a CRM and Customer Retention Strategies Development Plan is a core competency for any professional in Sales, Marketing & Customer Experience. Master the frameworks, practice consistently, and build the habit of applying these principles in every relevant situation.

Key Concepts

Building a CRM and Customer Retention Strategies Development PlanSales, Marketing & Customer ExperienceProfessional PracticeKenya Context

🌍 Real-World Example

Kenya's leading organisations in Sales, Marketing & Customer Experience consistently demonstrate the value of building a crm and customer retention strategies development plan — delivering superior outcomes compared to peers who rely on intuition alone.

💬 Lesson Quiz

1. Which principle is MOST fundamental to Building a CRM and Customer Retention Strategies Development Plan?

Technical expertise alone Systematic application of evidence-based frameworks Avoiding all risk Maximising speed

2. In the Kenyan context, Building a CRM and Customer Retention Strategies Development Plan requires:

Ignoring local cultural factors Adapting global frameworks to local realities Only using international approaches Avoiding all research

3. The best way to develop Building a CRM and Customer Retention Strategies Development Plan skills is:

Reading about it once Deliberate practice with regular feedback and reflection Watching videos only Waiting for a course

4. A professional applying Building a CRM and Customer Retention Strategies Development Plan effectively will:

Always achieve perfect results Deliver measurably better outcomes through systematic approach Never make mistakes Complete tasks faster with no quality change

▶

Lesson 2: Career Excellence in Sales, Marketing & Customer Experience: Building Your Professional Reputation

45 min · Video + Reading

⌄

Career Excellence in Sales, Marketing & Customer Experience: Building Your Professional Reputation

This lesson covers the essential principles of career excellence in sales, marketing & customer experience: building your professional reputation in the context of CRM and Customer Retention Strategies.

Core Concepts

Professional excellence is built over time through consistent application of high standards, continuous learning and deliberate contribution to your field.

Quality over quantity: Do fewer things with greater excellence
Continuous learning: Read, seek feedback, reflect regularly
Contribution: Share knowledge, mentor others, build the profession
Network deliberately: Build relationships across your organisation and field
Certify your knowledge: Professional qualifications signal commitment to excellence to employers and clients

Kenya and Africa Context
Kenyan organisations face unique challenges and opportunities in this area. Research on leading Kenyan organisations shows that professionals who master these competencies deliver measurably better results and advance faster in their careers.

Key Frameworks
Apply evidence-based frameworks used by world-class organisations. Each framework provides a structured approach that can be adapted to your specific organisational context.

Practical Application
The principles in this lesson apply directly to daily professional practice. Focus on one framework at a time, practice it deliberately, and build mastery through consistent application.

Case Study
Leading Kenyan organisations have successfully applied these principles to achieve significant performance improvements. Their experience demonstrates that systematic, disciplined application of these frameworks produces results across industries and sectors.

Summary
Career Excellence in Sales, Marketing & Customer Experience: Building Your Professional Reputation is a core competency for any professional in Sales, Marketing & Customer Experience. Master the frameworks, practice consistently, and build the habit of applying these principles in every relevant situation.

Key Concepts

Career Excellence in Sales, Marketing & Customer Experience: Building Your Professional ReputationSales, Marketing & Customer ExperienceProfessional PracticeKenya Context

🌍 Real-World Example

Kenya's leading organisations in Sales, Marketing & Customer Experience consistently demonstrate the value of career excellence in sales, marketing & customer experience: building your professional reputation — delivering superior outcomes compared to peers who rely on intuition alone.

💬 Lesson Quiz

1. Which principle is MOST fundamental to Career Excellence in Sales, Marketing & Customer Experience: Building Your Professional Reputation?

Technical expertise alone Systematic application of evidence-based frameworks Avoiding all risk Maximising speed

2. In the Kenyan context, Career Excellence in Sales, Marketing & Customer Experience: Building Your Professional Reputation requires:

Ignoring local cultural factors Adapting global frameworks to local realities Only using international approaches Avoiding all research

3. The best way to develop Career Excellence in Sales, Marketing & Customer Experience: Building Your Professional Reputation skills is:

Reading about it once Deliberate practice with regular feedback and reflection Watching videos only Waiting for a course

4. A professional applying Career Excellence in Sales, Marketing & Customer Experience: Building Your Professional Reputation effectively will:

Always achieve perfect results Deliver measurably better outcomes through systematic approach Never make mistakes Complete tasks faster with no quality change

🎞 Module Videos

▶

Professional Excellence in Sales, Marketing & Customer Experience | Professional Development

YouTube · Watch on new tab

▶

Sales, Marketing & Customer Experience Best Practices | Expert Guide

YouTube · Watch on new tab

📄 Module 3 Study Notes

MODULE 3: PROFESSIONAL EXCELLENCE IN SALES, MARKETING & CUSTOMER EXPERIENCE

Key topics covered in this module:
• Building a CRM and Customer Retention Strategies Development Plan
• Career Excellence in Sales, Marketing & Customer Experience: Building Your Professional Reputation

Apply these frameworks consistently for measurable professional improvement.

⬇ Download Notes PDF

📝 Practical Exercise

Practical Application:
1. Apply the key frameworks from Module 3 to a real situation in your current role
2. Reflect on: What went well? What would you do differently?
3. Identify one specific improvement to implement in the next week
4. Share your learning with a colleague or mentor

Submit your completed exercise through the LMS dashboard for instructor review.

🎓

Final Examination

50 MCQs · 70% pass mark · Unlimited retakes · Auto-graded · GLI Certificate issued immediately on passing.

Who Should Take This Course

✦CRM managers
✦Marketing managers
✦Commercial directors
✦Banking relationship managers
✦Retail managers

Learning Outcomes

✓Select and implement CRM systems
✓Design loyalty programmes
✓Identify and prevent churn
✓Calculate customer lifetime value
✓Build retention campaigns
✓Measure retention ROI

Quick Details

Duration18 hours

Modules3 modules

Lessons6 lessons

LevelProfessional

PriceKES 13,000

CRM and Customer Retention Strategies

What You Will Learn

Course Curriculum

💬 Lesson Quiz

💬 Lesson Quiz

💬 Lesson Quiz

💬 Lesson Quiz

💬 Lesson Quiz

💬 Lesson Quiz

Who Should Take This Course

Learning Outcomes

Ready to Get Certified?