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course | Client Relationship Management (CRM)

Client Relationship Management (CRM) course designed for professionals in Dubai. Learn, apply, and get certified in client relationship crm.

SMCS-2195 | Client Relationship Management (CRM)

Course Sector : Sales, Marketing and Customer Service

Course dates

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Duration	Date from	Date to	Course Venue	Course fees	Book a course
3 Days	28/09/2026	30/09/2026	Dubai	$3,250	Book now
3 Days	14/12/2026	16/12/2026	Vienna	$3,950	Book now
3 Days	24/01/2027	26/01/2027	Jeddah	$3,250	Book now
3 Days	12/04/2027	14/04/2027	Dubai	$3,250	Book now

Course Introduction

Client relationship management plays a vital role in the success of any business. This helps a business to recognize the value of its clients and to capitalize on improved client relations. Having a better understanding of the client’s purchasing habits, opinions, and preferences, the more a business can respond to address their needs.

This training program is designed to enable participants to enhance their ability to manage client relationships by understanding and implementing the latest CRM strategies and tools, developing their analytical skills, plus enhancing their ability to build an integrated client-focused culture and Measure client satisfaction to boost the organization’s sales outcomes.

Course objective

Understand the concept and functions of client relationship management (CRM).
Understand the importance of CRM in promoting the organization’s sales and marketing targets.
Identify CRM tools and solutions.
Understand and apply CRM planning strategies.
Master analyzing the provided product/service and the business situation.
Master Analyzing client characteristics and expectations.
Understand and apply Client journey planning strategies.
Develop an integrated Information system to facilitate communication with clients.
Create a strong CRM vision and goals.
Develop the CRM Team.
Master Developing a client-focused culture.
Define the most common mistakes when using CRM.
Measure client satisfaction with the provided service.
Develop performance indicators to measure client service in the organization.

Course audience

Business Development Executives
Sales / Marketing Managers
Account Managers / Relationship Managers
Sales Directors

Course Outline | DAY 01

Introduction to Client Relationship Management (CRM)

The concept of client relationship management (CRM).
The importance of CRM in promoting the organization’s sales and marketing targets.
Client relationship management functions.
Understanding the relationship between the client and the organization.
The difference between a traditional and holistic focus in CRM.
Overview: CRM tools and solutions.

Effective Planning for CRM

CRM planning strategies.
Analyze the provided product/service (Best strategies and Practices)
Determine the strengths and weaknesses of the provided product/service.
Business situation analysis.
Analyze client characteristics and expectations.
Identify your Ideal Client.
Planning for Client Interactions.
Client journey planning strategies.

Course Outline | Day 02

How to Implement CRM?

Creating a strong CRM vision and goals.
Develop the CRM Team.
Choose the right CRM Solution.
Identify Technology requirements.
Develop an integrated Information system to facilitate communication with clients.
Your guide to managing user security.
Identify risks.
Developing a client-focused culture.
Manage change to adopt CRM.
Develop the organization's strategy for the CRM.
Double the added value.
How to manage Continuing requirements?
Define your mistakes when using CRM.
Practical Application.

Course Outline | Day 03

Achieving client satisfaction:

Measuring client satisfaction with the provided service.
Client satisfaction model.
Obstacles to obtaining client satisfaction.
Client desired value model.
Develop feedback channels.
Client service automation.
Develop performance indicators to measure client service in the organization.
Strategies to enhance the performance of the client service team.

Action Plan

At the end of the training, participants will be asked to develop a CRM plan relating to the department/industry they belong to. The presentation should include the details such as the profile of target clients, the strategies to be implemented, and how to measure the effectiveness of the plan. This will be presented to the class for discussion.

Course Certificates

BOOST’s Professional Attendance Certificate “BPAC”

BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.

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CRM (Customer Relationship Management) is a business approach and technology used to manage interactions with current and potential customers. A CRM system stores customer information, tracks sales opportunities and communications, manages follow-ups, and can automate sales, marketing, and customer-service activities.

There is no single best CRM for every business, but five strong and widely used options in 2026 are:Salesforce – Best for large organizations and complex, highly customizable processes.HubSpot CRM – Strong for businesses wanting sales, marketing, and customer-service tools together.Microsoft Dynamics 365 – Particularly suitable for organizations already using the Microsoft ecosystem.Zoho CRM – A strong value option with extensive customization.Pipedrive – Well suited to sales-focused teams that want a simple, visual sales pipeline.

A CRM is a system for organizing and managing customer relationships and customer data. For example, a sales team can use a CRM to record a prospect's contact details, track emails and calls, move an opportunity through sales stages, schedule follow-ups, and forecast potential revenue.

A client relationship management system is essentially another way of referring to a Customer Relationship Management system. It provides a centralized place to manage:Customer and prospect informationLeads and sales opportunitiesCalls, emails, and meetingsFollow-ups and tasksSales pipelinesCustomer service interactionsReports and performance dataMarketing activities and automation

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Since 2001, we’ve been at the forefront of professional training in the Middle East — shaping the future of learning and development one success story at a time. With a vision rooted in innovation and excellence, we help individuals, teams, and organizations reach their highest potential through integrated, future-ready training solutions. Our comprehensive programs combine global best practices with local insights, empowering people to grow, lead, and make a lasting impact in their industries.

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