3.35 out of 5
114 reviews on Udemy

Customer Service – Customer Relationship Management

An introductory course about understanding the management of customer relationship and its different types.
The Art Of Service
321 students enrolled
English [Auto]
Understand what is CRM
Know the types of CRM
Knowing the strategies concerning CRM

      Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics. 

      There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services. 

      The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program. 

      First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam. 

      Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order): 

      ·Communication Strategies 

      ·Contact Centers 

      ·Making Decision and Assertiveness 

      ·Delivering presentations and Public Speaking 

      ·Conflict Resolution 

      ·Customer Relationship Management 



      From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen. 

      The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills. 

    Please note: No individual exam is available for this course. The Intermediate exam is available which covers this topic however we recommend completing courses from the above list to better prepare for the exam.   


Introduction to the Program

CRM - What is it?

Defining CRM

This lecture will discuss the definition of customer relationship management.

CRM OVerview

This lecture will talk about front and back office operations, business relationships, and analysis involved in customer relationship management.

CRM Types

Operational and Analytical CRM

This lecture will identify the definition and differences between operational and analytical CRM.

Sales Intelligence CRM, Campaign Management and Collaborative CRM

This lecture will define and discuss sales intelligence CRM, campaign management, and collaborative CRM.

Consumer Relationship, Simple and Social CRM

This lecture will define and discuss Consumer Relationship, Simple, and Social CRM.


Strategy and Implementation

This lecture will talk about strategy and implementation involved in customer relationship management.

Privacy and Data Security System, Market Structures and Challenges

This lecture will discuss privacy and data security system, market structures, and challenges in customer relationship management.


Exam and Evaluation Information
Final Exam

The Customer Service Intermediate Program is made up of 8 courses. For you to be eligable to sit in the official Certification exam, you need to complete 5 courses of the 8 courses to qualify to sit the Customer Service Intermediate exam and continue along the Customer Service Pathway.

All 8 Intermediate topics inlcude (in no particular order):

    ·Communication Strategies

    ·Contact Centers

    ·Making Decision and Assertiveness

    ·Delivering presentations and Public Speaking

    ·Conflict Resolution

    ·Customer Relationship Management



Once you've completed the 5 courses, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam. Access includes the complete Customer Service Intermediate Certification Book (which includes all 8 courses), a step-by-step procedure on how to take the final exam and how to obtain your exam certification.

We suggest that you read the complete Customer Service Intermediate Certification Book before you take the exams so that you may be able to review that chapters you did not select.

You will receive a PDF certificate through your email upon passing the examination.

Evaluation Form

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.

Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Conclusion - Final Lecture

A final message from our CEO.

You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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0 hours on-demand video
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Certificate of Completion
Customer Service – Customer Relationship Management
$40.98 $29


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