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NICF – Sustainable CRM Implementation

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The biggest challenge that companies face when they embark on the CRM journey is sustainability, how to sustain the momentum of the change that is being introduced across the organisation. CRM ‘projects’ are not really projects – they start but never end. Instead, they go on forever and evolve with the organisation as it matures and as the relationship with customers evolves.

This 2-day program aims to give technology and business professionals of all levels a fairly indepth appreciation of what makes a sustainable CRM implementation. Participants will look beyond technology implementation and examine how organisations must evolve and keep on evolving as they acquire new capabilities and insights about their customers, their operations and about their interactions.

Participants will be introduced to various frameworks for planning their CRM journey and an opportunity to work through them through group exercises and discussions with peers.

Learning objectives

–          Review and reinforce ‘old school’ Direct Marketing practices and highlight its relevance in today’s environment of increasing customer expectations.
–          Introduce Customer Relationship Management (CRM) as a persistent organisational capability, the challenges and capabilities that come with its
–          Understand the role of data in enabling CRM capabilities.
–          Understand that ‘field adoption’, and not ‘technology deployment’, is the key to sustainable CRM implementation.
–          Introduce a measurement framework to track the progress of CRM implementation.
–          Understand the analytics potential that comes as part of successful CRM implementation.
–          Introduction to Social CRM and how it brings a new dynamic to customer interaction.

Target Audience

–          Technology Managers and Professionals
–          Line of Business Managers and Professionals
–          Particularly those in organisations about to embark or in the process of a CRM implementation


Course Fees


International Students

Singapore Citizens

(aged between 21 and 39) or

PRs (aged 21 and above)

SkillsFuture Mid-Career Enhanced Subsidy

(Singapore Citizens aged 40 and above)

Singapore Citizens (Workfare Training Support scheme)

Enhanced Training Support for SMEs^

Full course fee






GST (7%) on full course fee






Less: Funding Amount





Total nett course fee payable, including GST







  • Individual Sponsored
    • Eligible Singapore Citizens can use their SkillsFuture Credit to offset course fee payable after funding
  • Company Sponsored
    • Absentee Payroll claimable by SMEs: Up to 80%of hourly basic salary capped at $7.50/hr
    • Absentee Payroll claimable by Non-SMEs: Up to 80% of hourly basic salary capped at $4.50/hr
    • Absentee payroll claimable by companies (SMEs and Non-SMEs) sponsoring candidates under WTS Scheme: Up to 95% of hourly basic salary

Upon successful completion of the course and passing the assessment, the participants will be awarded

  • Certificate of Completion from NUS
  • Statement of Attainments (SOAs)
    • IT-AM-402S-1 Build and deliver customer service and customer care support
      IT-CIO-509S-1 Implement new technologies for business

Download the programme brochure

Download the application form