Customer Relationship Management

Master Customer Engagement, Loyalty Programs & Service Excellence

What is Customer Relationship Management?

CRM is a strategic field focusing on customer engagement, relationship building, service excellence, and customer retention. It covers consumer behavior, CRM strategies, customer response management, and service industry applications essential for building long-term customer relationships and business growth.

Programmes offered

• MBA — 2 Years
• PG Diploma — 1 Year
• Diploma — 4 Months
• Advanced Diploma — 6 Months

Core subjects

• PM 64 Consumer Behaviour
• PM 67 Customer Relationship Management
• PM 68 CRM in Service Industry
• PM 69 Customer Response Management

Careers

• CRM Manager
• Customer Success Manager
• Relationship Manager
• Customer Service Manager
• Retention Manager
• Customer Experience Manager

Industries: Service Industries, Banks & Financial Services, Telecom, E-commerce, Hospitality, All customer-focused businesses. Typical range: ₹4 - 20 LPA+.

Questions

What is Customer Relationship Management (CRM)?

"CRM" is the business and technology of managing all your company's relationships and interactions with customers. It's a set of methods (using software like Salesforce or HubSpot) to improve customer retention and drive sales growth.

What's the difference between CRM and Sales?

This is the main distinction: Sales is transactional; it's focused on closing the deal (the "what"). CRM is relational; it's the system that manages the entire customer journey (the "how"), from the first marketing contact to long-after-sales support.

Do I need to be a 'techie' to pursue CRM?

No. This is a business strategy specialization first. It's about becoming a manager who can understand the customer journey. The software is just the tool; the real skill is knowing how to use it to retain customers.

Why is CRM "booming" in India right now?

It's booming for a data-driven reason: the market has shifted from customer acquisition to customer retention. Fact: It is 5-10 times cheaper to retain an existing customer than to find a new one. Every Indian company (banks, e-commerce, startups) is now fighting for loyalty, and CRM is the only technology that manages it.

Salary packages for CRM Managers?

Packages are in the "Booming" tier, as this is a core tech skill. The range is ₹4 LPA to ₹20 LPA+. Senior roles like a CRM Strategist or Salesforce Consultant can range from ₹30 LPA to ₹70 LPA+.

What is the syllabus of a CRM course?

The syllabus is a mix of business, data, and technology: CRM Strategy & Customer Journey (this is the core), CRM Software (Salesforce, HubSpot, etc.), Data Analytics and Customer Insights, Marketing Automation, Customer Service Management.

Is a Diploma in CRM beneficial for me?

A Diploma is highly beneficial. This is a field built on specific, certified software skills. Pros: A distance or online diploma is the fastest, most affordable way to get the exact, certified skills (like Salesforce) that employers demand, making you hirable immediately. Conclusion: It is highly beneficial for upskilling and is the most straightforward, modern way to get the certified tech skills needed for this high-paying field.