Customer Relationship Management - Manitoba Customer Contact Association

Customer Relationship Management

MCCA Required Course

Dates: TBA

Course name:
Customer Relationship Management

Course Hours:
36 hours

Course Description:
This course will provide a comprehensive examination of Customer Relationship Management (CRM) by introducing students to fundamental concepts, theories and practices of CRM. The course will provide the student with the opportunity to develop strategies to work as a leader within his or her own organization. This course requires the active participation of students.

Course Objectives:
Upon completion of the course, students will be able to:

  • Identify the dynamics and economics of customer acquisition, retention, value and access; 
  • Understand how to evaluate the effectiveness of service delivery and its impact on customers; 
  • Understand relationship-building strategies; 
  • Demonstrate an understanding of how to execute a strategy that aligns human resources, business processes, and technology to assure a positive customer experience.

Manitoba Customer Contact Association:

Carmen Ferris
Manager – Education and Development
Manitoba Customer Contact Association
1000 Waverley Street,
Winnipeg, Manitoba
R3T 0P3
Ph: 204-975-6467
Email: carmen@mcca.mb.ca

University of Manitoba:

Student Information Services (SIS)
Extended Education
185 Extended Education Complex
University of Manitoba,
Winnipeg, MB R3T 2N2 Canada
Phone: 204-474-8800
Toll Free: 1-888-216-7011
Fax: 204-474-7661
Email: extended@umanitoba.ca

Back to the main Certificate in Applied Management course information

Operations Management 
Leadership Skills for Customer Service Managers 
Skills for Managing Customer Service Performance 
Technology Applications for Customer Service Enhancements 

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