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Customer Relationship Management (CRM) Course

Programme Overview
The success and prosperity of any Financial Institution is largely determined by the type of customers it attracts and retains. Potential customers to any business are mostly attracted by the type of service, reputation and personalised attention they will get from that institution. Customers expect their bank to provide some form of personalised attention or relationship management.
Their precise wishes vary according to their needs or type of occupation they are in, but in general, all customers appreciate having easy access to someone who:
- Understands their business;
- Knows what the bank can provide;
- Can co-ordinate product specialists across the institution; and
- Is empowered to negotiate terms and conditions speedily.
The purpose of Customer Relationship Management (CRM) is to enable organisations serve customers better through introducing them to a series of systemised value adding processes. In other words, relationship management is seen as an important aspect of quality service. Banks which meet this need well, usually win more business by retaining their customers, attracting more customers and improve their bottom-line at the expense of competitors. This programme will explore the concepts and current approached to CRM and guide participants towards its practical implementation in their institutions.
Programme Objectives
The overall objective of this programme is to guide participants with the principles and concepts of Customer Relationship Management (CRM) and to equip them with the tools and techniques necessary to enable them develop a sound CRM strategy in line with their expected responsibilities.
The course is intended to encourage participants to think and search beyond the sole analysis of company financials when assessing the risk faced in financing International Trade. They will return to their workplace well-equipped to advise and structure lending solutions for their customers that may not appear viable when based on pure balance sheet assessment.
The training is designed to not just instil knowledge of a deep understanding of relationship management and relationship marketing, but also to enhance candidates’ ability to demonstrate an understanding of the positioning of the relationship manager as a trusted adviser in anticipating, identifying and satisfying customer needs profitably and how to present and communicate solutions.
Programme Outline
Target Group
This course will be of particular relevance to Relationship Managers in Banks and other financial services organisations.
Typical candidates who will benefit from this course include:
Programme Administration

Date: 10th – 12th April, 2019 | Venue: Nairobi Safari Club | Your Investment: KShs: 45,000 [+VAT]
This fee can be settled by Bankers Cheque payable to the Institute, or by transfer of funds to the Institute’s Bank A/C No. 03-094-8011662 at Barclays Bank of Kenya Limited, Queensway House Branch.
This fee will cover the cost of: Tuition, Training Materials, Handouts, Lunches and Refreshments, Course Certificates and Group Photo.
NB: This course will be non-residential. Participants not residing in Nairobi are advised to make their own accommodation and transport arrangements.
The Kenya Institute of Bankers is NITA registered as the provider of training services to the Banking & Financial Services industry. Sponsors can therefore claim reimbursement in accordance with NITA Regulations.