Description

Course Name: Professional Diploma in Customer Relationship Management

Global Occupational Skill Standard – GOSS ID: GOSS/PD-BME-CRM-129

Eligibility: 10+2 or equivalent

Language Type: English

Course Type: Self-Paced Online Learning

Objective: The Professional Diploma in Customer Relationship Management aims to develop professionals with the skills required to build, manage, and strengthen customer relationships for business success. The course focuses on customer engagement, communication strategies, customer service, retention techniques, CRM tools, data management, and customer experience improvement. It enables learners to effectively manage customer interactions, improve satisfaction and loyalty, and support long-term business growth through effective relationship management practices.

Duration: 6 Months / 370 Hours

Steps to become a GSDCI Certified Professional:

Step 1: Select your Course you want to pursue.

Step 2: Click on get Enroll Now tab, new pop up window will open.

Step 3: Click on pay Course fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay course fee, you will be redirected to payment gateway, pay fee by any available options like Card (Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of the online assessment, the Digital(PDF) copy of your Diploma & Marksheet will be sent to your registered email ID within 7 days.

Course Modules:

Module 1: Fundamentals of Customer Relationship Management: Introduction to Customer Relationship Management (CRM), Evolution of CRM Concepts, Importance of CRM in Business, CRM Principles and Objectives, Types of CRM Systems, Customer-Centric Business Approach, Role of CRM Professionals, Customer Lifecycle Management, CRM Benefits and Challenges, Career Opportunities in Customer Relationship Management.

Module 2: Customer Understanding and Relationship Building: Customer Behavior Analysis, Customer Needs Identification, Customer Segmentation Techniques, Customer Profiling and Personas, Customer Journey Mapping, Building Customer Relationships, Customer Engagement Strategies, Trust and Loyalty Development, Personalized Customer Experiences, Customer Relationship Strategies.

Module 3: CRM Systems and Technology Management: Introduction to CRM Software, CRM Platform Features and Functions, Customer Data Management, Contact and Lead Management, CRM Database Administration, CRM Integration with Business Systems, CRM Automation Tools, CRM Dashboard and Reporting, Data Security and Privacy Management, CRM System Optimization.

Module 4: Customer Service and Experience Management: Fundamentals of Customer Service, Customer Experience (CX) Management, Communication Skills for Customer Service, Handling Customer Complaints, Conflict Resolution Techniques, Customer Feedback Management, Service Quality Improvement, Customer Support Channels, Building Customer Loyalty Programs, Measuring Customer Satisfaction.

Module 5: CRM Marketing and Analytics: CRM-Based Marketing Strategies, Customer Retention Strategies, Email and Campaign Management, Marketing Automation, Customer Data Analytics, Predictive Customer Analysis, Sales and CRM Integration, Customer Lifetime Value Analysis, CRM Performance Measurement, Data-Driven Customer Decisions.

Module 6: Advanced CRM Strategies and Capstone Project: Strategic CRM Implementation, Artificial Intelligence in CRM, Omnichannel Customer Management, CRM Trends and Innovations, CRM Case Studies, Developing CRM Strategies, Customer Relationship Improvement Projects, Professional CRM Portfolio Development, Practical CRM Implementation Project, Final Customer Relationship Management Capstone Project.

GSDCI Online Assessment Detail:

• Duration- 120 minutes.
• Number of Questions- 60.
• Number of Questions from each module: 10.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 600, Passing Marks Above 40%.
• There is no negative marking in any module.

How Students will be Graded:
S.No.	Marks	Grade
1	91-100	O (Outstanding)
2	81-90	A+ (Excellent)
3	71-80	A (Very Good)
4	61-70	B (Good)
5	51-60	C (Average)
6	41-50	P (Pass)
7	0-40	F (Fail)

Benefits of the Professional Diploma

1. Globally Recognized Professional Diploma – Earn a professionally designed diploma that enhances your profile and demonstrates industry-relevant knowledge. Widely valued by employers, organizations, and institutions across multiple sectors.

2. Quality Learning with ISO-Certified Standards – Our training programs are developed under ISO-certified quality management practices, ensuring a structured, consistent, and high-quality learning experience.

3. Enhanced Career Opportunities – Strengthen your resume, improve your professional skills, and increase your potential for employment, career advancement, and new job opportunities.

4. Issued by a Non-Profit Skill Development Organization – The diploma is awarded by a mission-driven organization dedicated to promoting skill development, vocational education, and lifelong learning.

5. Comprehensive Learning Resources – Access quality study materials, e-books, practice assessments, mock tests, and learner support to help you successfully complete the program.

6. Secure Online Verification – Every diploma and marksheet is issued with a unique Enrolment ID and QR Code, enabling employers, institutions, and other stakeholders to instantly verify the authenticity of your credential online.

7. Lifetime Validity – The Professional Diploma is issued with lifetime validity and does not require periodic renewal, allowing you to showcase your achievement throughout your career.

8. Flexible Self-Paced Learning – Learn anytime and anywhere at your own pace, making it easy to balance your studies with work, business, or personal commitments.

9. Industry-Relevant Curriculum – The curriculum is designed to focus on practical knowledge, current industry trends, and real-world applications to improve workplace readiness.

10. Skill-Based Professional Qualification – Demonstrates your commitment to continuous professional development and validates your practical knowledge and skills in the subject area.