Business Development & Customer Relationship Management

Winning new customers is only half the story. Keeping them, understanding them and growing the relationship over time is where sustainable business growth actually comes from. Research by Bain and Company consistently shows that increasing customer retention rates by just five per cent increases profits by 25 to 95 per cent. For junior and mid-level professionals in commercial roles, understanding how to build and manage customer relationships systematically is one of the most immediately valuable skills they can develop.

Participants will explore the core principles of CRM, work through the full CRM process cycle from assessment to evaluation, and develop practical skills in strategic CRM planning and service quality management. The course also examines how AI-powered CRM platforms, automation tools and e-commerce integration are transforming how organisations manage customer relationships, giving participants the digital literacy to work confidently with current and emerging commercial tools.

This course is derived from LIBT's CMI-accredited Undergraduate Diploma in Business and Management. Participants who complete this certificate and wish to gain academic credit may submit the module assignment through LIBT's academic pathway. Completing the full diploma makes you eligible for CMI Foundation Chartered Manager status and provides direct entry into the final year of an undergraduate degree at one of LIBT's university partners.

The London Institute of Business and Technology (LIBT) is a British institution with over a decade of experience delivering professional and executive education to organisations and individuals across the world. We work with more than 200 companies globally, delivering programmes in the UK, UAE, Thailand, Bhutan, Sri Lanka, Jamaica, the Isle of Man and beyond. Our reach is international; our standards are uncompromisingly British.

Our Track Record

LIBT has been delivering professional and executive education for over ten years. We have worked with organisations across the private, public and third sectors, from regional government bodies and development agencies to multinational corporations and financial institutions. Our programmes have been delivered across four continents, and our trainers bring deep practitioner experience to every cohort they work with.

We do not treat corporate training as a commodity. Every programme we deliver, whether to an individual learner or a cohort of fifty senior leaders, is held to the same standard: rigorous in content, practical in application and relevant to the challenges leaders face today.

Quality and Regulation

LIBT is a full member of the Quality Assurance Agency for Higher Education (QAA), the UK's independent body responsible for safeguarding standards in higher education. This membership confirms that our programmes, processes and academic practices meet the standards expected of a recognised UK higher education provider - an assurance that matters to corporate clients evaluating training providers for senior and executive cohorts.

Professional Accreditations

LIBT holds accreditation and endorsement from the UK's most respected professional bodies.

The Chartered Management Institute (CMI) accredits and endorses a range of LIBT programmes, confirming they meet CMI's standards for management and leadership education. Participants completing a CMI-accredited programme at LIBT become eligible for Chartered Manager status, one of the most widely recognised professional designations in management worldwide.

The Association for Project Management (APM) has recognised LIBT's Postgraduate Diploma in Project Management under its Pathway 2 Recognised Assessment for the Chartered Project Professional (ChPP) designation, placing LIBT among a select group of institutions whose assessment meets APM's professional standard.

Academic Progression

For participants who wish to convert professional achievement into formal academic qualifications, LIBT's programmes provide direct pathways to postgraduate and undergraduate degrees at partner universities including the University of London, Coventry University, the University of Lancashire, the University of Portsmouth, the University of Essex, the University of Wolverhampton and Acacia University in the United States. Progression is based on each university's independent review of LIBT's programmes and outcomes.