Free Online Customer Relationship Management Course | Alison

Customer Relationship Management in Business Services - Revised

Learn how to create business services that go beyond customer satisfaction with this customer relationship course.

Service Management
Free Course
This free online Customer Relationship Management course from Alison will teach you how to design and develop effective and efficient service processes for customers. It will give you a better understanding of consumer behaviour, important marketing elements that shape demand patterns, and the core components of service processes. This can help your business achieve excellence in customer relationships, so check it out now!
  • Duration

    3-4 Hours
  • Assessment

  • Certification

  • Responsive

  • Publisher






View course modules


This course will first discuss the challenges that service managers face. You will study variations in demand relative to capacity and the different forms of productive capacity services. You will then look into why waiting lines occur and study the three-stage model of customer decision making. The course will discuss levels of customer participation, self-service technology (SST), the co-creation in service management, and the DART, which stands for dialogue, access, risk management, and transparency.

You will then look into the priority sequence for designing the new service as a process and the new service development cycle including service strategy, service concept, service blueprints, and supporting processes. The course will then discuss strategic positioning through process selection which includes the degree of complexity and the degree of divergence. You will also study the satisfaction mirror as well as the internal and external factors of the service profit chain.

Customer relationship management (CRM) is very important when it comes to running a successful business. By attaining a better relationship with your customers, a company can more efficiently conduct business and generate revenue. This Customer Relationship Management in Business Services online course will teach you the knowledge and skills you need to improve your company's customer relationships and become a valuable member of your next organisation. All this, for free.

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Learning Outcomes

Having completed this course, learners will be able to:

  • Explain variations in demand relative to capacity.
  • Explain different types of waiting lines and how they operate.
  • Describe consumer behaviour and managing services.
  • Describe managing customer perceptions of risk.
  • Describe Self-Service Technologies (SSTs) and their use.
  • Explain the components of the new service development cycle.
  • Explain the role of culture in service excellence.


All Alison courses are free to enrol, study and complete. To successfully complete this Certificate course and become an Alison Graduate, you need to achieve 80% or higher in each course assessment. Once you have completed this Certificate course, you have the option to acquire an official Certificate, which is a great way to share your achievement with the world. Your Alison Certificate is:

Ideal for sharing with potential employers - include it in your CV, professional social media profiles and job applications
An indication of your commitment to continuously learn, upskill and achieve high results
An incentive for you to continue empowering yourself through lifelong learning

Alison offers 3 types of Certificates for completed Certificate courses:

Digital Certificate - a downloadable Certificate in PDF format, immediately available to you when you complete your purchase
Certificate - a physical version of your officially branded and security-marked Certificate, posted to you with FREE shipping
Framed Certificate - a physical version of your officially branded and security-marked Certificate in a stylish frame, posted to you with FREE shipping

All Certificates are available to purchase through the Alison Shop. For more information on purchasing Alison Certificates, please visit our FAQs. If you decide not to purchase your Alison Certificate, you can still demonstrate your achievement by sharing your Learner Record or Learner Achievement Verification, both of which are accessible from your Dashboard. For more details on our Certificate pricing, please visit our Pricing Page.



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