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Power to Change

9 Unit 2. Understanding Customer Relationships This unit focuses on developing an understanding of internal and external customers, and considers how a knowledge and understanding of customers can assist in designing appropriate marketing activities to engage and support customers to achieve long-term customer loyalty. The unit also provides some insight into the practicalities of developing internal and external relationships, including consideration of networking, collaboration and cooperation in order to reduce the potential for conflict. Developing effective tactical communications and effective customer service support is essential to harmonious relationships in both B2B and B2C organisations, and as a result the unit considers the contributions that these activities can make to developing relationships for marketing and business success. Unit credits: 6 How will you be assessed? You will be assessed across two units. The first involves a multiple choice examination. For the second, you submit a written project made up of several short work-based tasks. Unit awards Units can be studied individually as well as part of this qualification. For more information please contact our Customer Experience team. Call +44 (0)1628 427120 E-mail qualifications@cim.co.uk What does it cost? To take this qualification you need to: Be an Affiliate Cost: £144 per year. (£100 if you live outside of the UK and Western Europe). Pay assessment fees What is Marketing? (Exam): £55 Understanding Customer Relationships (Assignment): £55 Pay tuition fees All students need to register with a CIM Accredited Study Centre. There will be tuition fees associated with study, plus books and study materials which will vary depending on where and how you study. You can contact our Accredited Study Centres directly to compare different costs. www.cim.co.uk/studycentres


Power to Change
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