Description
Certification Name: Certified Customer Relationship Manager
Global Occupational Skill Standard – GOSS ID: GOSS/M/CCRM/V1
Eligibility: Graduation or Equivalent or minimum 2 years of relevant experience (experience-based learners can directly enroll and certify).
Objective: The Certified Customer Relationship Manager course is designed to equip professionals with the knowledge and skills to build, manage, and enhance long-term customer relationships that drive business growth and loyalty. The program covers customer relationship strategies, CRM systems, customer engagement, complaint management, retention techniques, and data-driven insights.
Certification: Within 5 days after Completion of Online Assessment.
Get ready to join the Journey to become a GSDCI Certified Professional – International Certification and Assessment Body.
Steps to become a GSDCI Certified Professional:
Step 1: Select your certification you want to pursue.
Step 2: Click on get certified tab, new pop up window will open.
Step 3: Click on pay certification fee, you will be redirected to billing details page.
Step 4: Fill your details and click on pay certification 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 online assessment, you can download your Certificate Immediately.
Assessment Modules:
Module 1 (Foundations of CRM): Definition and evolution of CRM, Types of CRM (operational, analytical, collaborative), Strategic importance of CRM, CRM lifecycle frameworks, Components of CRM (people, process, technology), Challenges and barriers in CRM adoption
Module 2 (Customer Behavior & Segmentation): Customer lifetime value (CLV) and value modeling, Customer journey mapping, Customer segmentation (demographic, behavioral, psychographic), Customer profiling and personas, Customer satisfaction and loyalty metrics, Customer acquisition vs retention strategies
Module 3 (CRM Strategy & Planning): Developing a CRM strategy, Aligning CRM with business objectives, KPI setting for CRM (retention, churn, profitability), Governance and CRM project roadmap, Risk management in CRM projects, Change management for CRM implementation
Module 4 (Data Management, Analytics & Technology): Design and management of customer databases, Data quality, integration, and governance, Data warehousing and CRM data architecture, Customer data analytics (descriptive, predictive), Business intelligence in CRM, Privacy, security, and compliance
Module 5 (Customer Engagement & Experience): Customer experience (CX) design, Omnichannel engagement strategies, Loyalty and rewards programs, Complaint handling and service recovery, Personalized communication and relationship building, Use of CRM tools to enhance customer touchpoints
Module 6 (Performance Measurement & Continuous Improvement): CRM metrics and dashboards, Predictive analytics and customer behavior forecasting, Real‑time reporting and CRM insights, ROI and profitability analysis for CRM initiatives, Continuous improvement in customer relationship processes, Innovation and future trends in CRM
GSDCI Online Assessment Detail:
- Duration- 60 minutes.
- Number of Questions- 30.
- Number of Questions from each module: 5.
- Language: English.
- Exam Type: Multiple Choice Questions.
- Maximum Marks- 100, Passing Marks- 50%.
- There is no negative marking in any module.
| Marking System: | |||
| S.No. | No. of Questions | Marks Each Question | Total Marks |
| 1 | 10 | 5 | 50 |
| 2 | 5 | 4 | 20 |
| 3 | 5 | 3 | 15 |
| 4 | 5 | 2 | 10 |
| 5 | 5 | 1 | 5 |
| 30 | 100 | ||
| 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 | 50-60 | P (Pass) | |
| 6 | 0-49 | F (Fail) | |
Benefits of Certification:
🌍 1. Global Recognition & Credibility – Stand out worldwide with a certification that opens doors across borders. Trusted by employers, respected by institutions, and recognized in over 100 countries.
📜 2. Quality Assurance through ISO Certification – Certified to global ISO standards, our programs deliver excellence, consistency, and a benchmarked learning experience that speaks for itself.
💼 3. Career Advancement & Employability – Enhances your resume and increases chances of promotions or job offers.
🤝 4. Non-Profit Trust Factor – Certifications from non-profit organizations are mission-driven rather than profit-driven.
📚 5. Access to Verified Learning & Resources – Often includes e-books, mock tests, and online support without hidden costs.
🔍 6. Transparency & Online Verification – Certifications come with a unique Enrolment ID for easy online verification by employers and institutions.
⏳ 7. Lifetime or Long-Term Validity – Certifications usually have lifetime validity or long-term recognition, reducing the need for frequent renewals.
