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🧠 Counselling & Coaching  ·  Advanced

Certified Customer Relationship Management Expert

Online Certification  ·  22 Week  ·  Globally Recognised  ·  (CCRM2)

✅ 2026 Edition 🎓 CPD Accredited 🌍 85+ Countries 📜 Digital + Physical Certificate 100% Online
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Executive Summary

Certified Customer Relationship Management Expert

Designed for today’s high-impact professionals, the Certified Customer Relationship Management Expert (CCRM2) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in marketing strategy, brand management and sales performance.

This 22 Week programme is structured around recognised marketing, brand and sales professional standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CCRM2 holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification
Certified Customer Relationship Management Expert
Acronym
CCRM2
Category
Counselling & Coaching
Level
Advanced
Duration
22 Week
Delivery Mode
100% Online
Assessment
Online Examination
Certificate
Digital + Physical
CPD Eligibility
CPD Accredited
Alumni Benefits
GLI Network Access
Self-Paced
USD 399
Live Virtual
USD 599
Target Audience

Who Should Enrol?

  • Sales and Marketing Executives
  • Brand and Product Managers
  • Business Development Professionals
  • Account and Media-Relations Managers
Programme Inclusions

Everything Included in Your Enrolment

  • All study materials and study guide
  • Access to GLI online learning portal
  • Online examination and assessment
  • Digital certificate and digital badge
  • Physical certificate (shipped to you)
  • CPD credits for professional bodies
  • GLI alumni network membership
  • Facilitator and tutor support
  • Resource downloads and reference library
  • Automatic enrolment confirmation
Certification Benefits

Why This Certification Matters for Your Career

Career Advancement
Accelerate your career towards senior marketing strategy, clinical and practice-leadership roles
Professional Recognition
Credential aligned with recognised marketing, brand and sales professional standards
Operational Excellence
Apply world-class frameworks to improve performance and outcomes
Strategic Thinking
Develop the analytical and strategic skills demanded at the executive level
Compliance Readiness
Master the standards, compliance and ethical governance central to marketing strategy
Global Employability
Qualify for marketing strategy roles across clinics, NGOs, schools, community organisations and private practice worldwide
Competency Framework

Core Competencies You Will Develop

✦Counselling Theories, Models and Approaches
✦Assessment, Case Formulation and Treatment Planning
✦Therapeutic Skills, Alliance and Communication
✦Specialised Populations and Presenting Concerns
✦Coaching, Wellbeing and Positive Psychology
✦Professional Ethics and Governance
Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

1
Foundations and Strategic Context of Certified Customer Relationship Management Expert
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Marketing and sales: scope, roles and value
  • The marketing concept and customer orientation
  • The marketing mix and the 7 Ps
  • Buyer behaviour and the customer journey
  • The sales function and revenue engine
2
Marketing Strategy, Segmentation and Positioning
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Market analysis and environmental scanning
  • Segmentation, targeting and positioning (STP)
  • Customer personas and insight
  • Value proposition design and messaging
  • Competitive analysis and differentiation
3
Sales Process and Methodology
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • The sales process and methodology
  • Prospecting and lead generation
  • Qualifying leads (BANT, MEDDIC)
  • Discovery and needs analysis
  • Consultative and solution selling
4
Account Management and Customer Growth
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Key account management
  • Strategic customer relationships
  • Account planning and whitespace
  • Cross-sell and up-sell
  • Customer success and retention
5
Sales Enablement, Coaching and Performance
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Sales enablement and tools
  • Coaching and skill development
  • Sales training and onboarding
  • Territory and quota planning
  • Sales compensation and incentives
6
Strategic Account Growth and Profitability
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Key account management strategy
  • Building strategic customer relationships
  • Account planning and whitespace analysis
  • Cross-selling, up-selling and expansion
  • Customer success and retention
7
Marketing Technology, Data and Analytics
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • CRM and marketing automation platforms
  • Customer data platforms and segmentation
  • Marketing analytics and attribution
  • Web, campaign and funnel analytics
  • A/B testing and experimentation
8
Customer Insight and Market Research
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Market research design and methods
  • Qualitative and quantitative research
  • Voice of the customer and feedback
  • Customer experience and journey mapping
  • Competitive and market intelligence
9
Specialised Selling and Channels
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • B2B, B2C and B2B2C selling
  • Channel and partner sales
  • Retail, merchandising and category growth
  • E-commerce and marketplace selling
  • Inside sales and telesales
10
Stakeholder Engagement and Communication
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Stakeholder mapping and engagement
  • Cross-functional collaboration with product and service
  • Influencing and persuasion
  • Professional presentation and pitching
  • Negotiation with clients and partners
11
Leading Growth, Innovation and Transformation
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Growth strategy and demand generation
  • Sales and marketing transformation
  • Digital and data-driven go-to-market
  • Innovation and new product launch
  • Change management and adoption
12
Professional Ethics, Standards and Governance
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Marketing and sales ethics
  • Truthful advertising and claims
  • Consumer protection and fair treatment
  • Data privacy, consent and compliance
  • Brand safety and responsible marketing
13
Performance Measurement and Continuous Improvement
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Marketing and sales KPIs and dashboards
  • ROI, CAC and lifetime value
  • Funnel, pipeline and conversion metrics
  • Benchmarking against best practice
  • Root-cause analysis and problem solving
14
Pricing, Revenue and Commercial Management
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Pricing strategy and models
  • Value-based and dynamic pricing
  • Promotions, discounts and margin
  • Revenue management and yield
  • Commercial deal structuring
15
Advanced Professional Practice: Consulting and Advisory Excellence
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • The consulting mindset and trusted advisor positioning
  • Diagnosing client problems before prescribing solutions
  • Structuring engagements: scope, deliverables and expectations
  • Discovery interviews and evidence gathering
  • Root cause analysis frameworks in advisory work
16
Data, AI and Digital Tools for the Modern Professional
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Data literacy: reading, questioning and using data
  • Descriptive statistics for everyday professional decisions
  • Data visualisation and dashboards that inform
  • Generative AI as a professional productivity tool
  • Automation, workflows and no-code tools
17
Professional Communication, Influence and Negotiation
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Facilitation and difficult conversations
  • Active listening and empathy
  • Feedback and developmental conversations
  • Communication during crises
  • Client feedback and satisfaction
18
Leadership, People and High-Performance Teams
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Facilitation, coaching and mentoring
  • Team leadership within finance
  • Team formation and effectiveness models (Tuckman, Lencioni)
  • Servant leadership and self-organising teams
  • Measuring coaching and mentoring impact
19
Talent, Culture and the Modern Workplace
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Training and rehearsals
  • Building a proactive safety culture
  • Culture, ethics and behaviour change
  • Building an ethical culture
  • Building a service culture
20
Customer, Market and Stakeholder Value
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Marketing and promoting learning
  • Account opening, KYC and customer due diligence
  • Aligning service to brand and business
  • The banking system, intermediation and financial markets
  • Employer branding and employee value proposition (EVP)
21
Financial and Commercial Acumen for Professionals
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Project budgeting and financial control
  • Types of banks and financial institutions
  • Data gathering and financial analysis
  • Monitoring profitability and performance
  • Cost-effectiveness of controls
22
Evidence, Measurement and Decision Quality
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Applicant tracking systems and recruitment analytics
  • Customer data and CRM
  • Data quality, analysis and reporting
  • Building trust through data governance
  • Data analytics and visualisation
23
Strategy, Innovation and Leading Change
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Procurement’s contribution to organisational strategy
  • Drought and water-scarcity strategies
  • Designing a strategic or change intervention
  • The finance function and digital transformation
  • Tax provisioning and reporting
24
Project and Programme Delivery Essentials
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Curriculum and programme design
  • Onboarding and induction programme design
  • Project finance structures
  • Governance of the CX programme
  • Measuring programme success
25
Quality, Process Excellence and Continuous Improvement
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Quality assurance and code review
  • Data quality and master data management
  • Data quality, privacy and ethics
  • Feed quality, additives and supplements
  • Scaling service excellence
26
Governance, Risk, Ethics and Compliance
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Technology governance and change control
  • Professional ethics in education and training
  • Regulatory compliance and professional duty
  • Fraud and going concern
  • Ethics of technology in practice
27
Sustainability, Safety and Responsible Practice
  • Certified Customer Relationship Management Expert: industry context, trends and professional standards
  • Sustainable procurement principles and standards
  • Environmental management systems (ISO 14001)
  • Responsible and sustainable banking
  • Sustainability and HSE integration
  • Sustainability standards (GRI, ISSB)
28
Certification Recap and Integrated Review
    29
    Your Certification in Action: 90 Days to Recertification
    • Certified Customer Relationship Management Expert: industry context, trends and professional standards
    • Designing your first 90 days after certification
    • Your one-year professional development trajectory
    • The two-year horizon: expertise, leadership and professional standing
    • Recertification, CPD and staying current
    • Building your professional portfolio and evidence of practice
    30
    Capstone Project and Certification Readiness
    • Certified Customer Relationship Management Expert: industry context, trends and professional standards
    • Capstone scoping: a real growth or brand challenge
    • Market and customer analysis
    • Designing a marketing or sales strategy
    • Budget, ROI and feasibility analysis
    • Campaign or go-to-market plan
    Learning Outcomes

    What You Will Achieve

    • Establish a comprehensive understanding of Certified Customer Relationship Management Expert principles aligned with recognised marketing, brand and sales professional standards
    • Apply evidence-based methods to improve marketing strategy, brand management and sales performance
    • Master marketing strategy theories, models and approaches and assessment, case formulation and treatment planning
    • Apply therapeutic skills, alliance and communication and specialised populations and presenting concerns in real-world settings
    • Lead risk management, quality and compliance relevant to your field
    • Design stakeholder engagement and professional communication strategies
    • Use data-driven decision-making and performance-measurement tools effectively
    • Apply internationally recognised best practice to advance your career in marketing strategy
    Enrolment Process

    How to Get Certified

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    Frequently Asked Questions

    Common Questions

    What is the CCRM2 certification?

    Yes. GLI certifications are recognised across 85+ countries and are aligned with recognised marketing, brand and sales professional standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

    Who should enrol in the CCRM2?

    This certification is ideal for Sales and Marketing Executives, Brand and Product Managers, Business Development Professionals and Account and Media-Relations Managers, and other professionals seeking to formalise their expertise in marketing strategy, brand management and sales performance with a globally recognised credential.

    How long does the CCRM2 certification take to complete?

    The programme is structured over 22 Week and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

    Is the CCRM2 internationally recognised?

    Yes. GLI certifications are recognised across 85+ countries and are aligned with recognised marketing, brand and sales professional standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

    What is the cost of the CCRM2 certification?

    The Certified Customer Relationship Management Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

    What does the CCRM2 certification include?

    Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

    What is the assessment format for the CCRM2?

    The Certified Customer Relationship Management Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

    What CPD credits do I earn from the CCRM2?

    The Certified Customer Relationship Management Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

    Can I study the CCRM2 while working full-time?

    Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

    What career outcomes can I expect from the CCRM2?

    Graduates progress towards senior marketing strategy, clinical and practice-leadership roles. The CCRM2 strengthens your expertise in marketing strategy, brand management and sales performance and positions you for advancement across clinics, NGOs, schools, community organisations and private practice.

    Graduate Voices

    What Our Alumni Say

    “

    The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

    Clinical Lead
    Private Sector
    “

    GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

    Senior Counsellor
    NGO Sector
    “

    I earned my CCRM2 while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

    Wellbeing Programme Manager
    Government
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