Understand Customers and Customer Retention - Level 3


Price is per online user of this course. Applicable EU VAT is added.

Organisations need to understand the requirements and expectations of customers, to be able to provide the appropriate customer service that exceeds individual needs.  This will help companies retain customers and benefit an organisation.

This Understand Customers and Customer Retention course, from the Customer Service Level 3 suite of online courses, is mapped to UK National Occupational Standards J/506/2910.

See below for further information.

Sold By: Global Vocational Skills


The course is completed via a five-stage learning process:


i-Practice is a unique tool that simulates real world vocational activities in a virtual environment, bridging the gap between traditional textbook and workshop learning, enabling the development of practical skills.  It consists of two elements:

i-Practice (Training):  This guides you through a virtual activity with full instruction allowing you to acquire the necessary skills though the repetition of tasks.

i-Practice (Assessment):  This allows you to test your comprehension of the content.  You undertake the same activity as before but without instruction.  This enables you to apply what you have learnt, test your ability and set a benchmark to improve upon – ultimately working towards being job ready.


i-Ask provides core knowledge delivered through visuals, text and audio


iCheck reinforces your comprehension with informal testing and clear results – helping you identify strong and weak areas of understanding

i-Test This is formal testing which summarises your results

Course Objectives

On completion of this topic you will be able to:

  • Understand Customer Relationship Management (CRM) and explain the concept of the customer experience
  • Explain different methods of segmenting and characterising customers
  • Explain the purpose and scope of CRM, describe the features of an effective CRM system and explain the uses of CRM data in customer service delivery
  • Understand and explain the term ‘customer retention’, explain the benefits of customer retention to an organisation and the factors that influence customer retention
  • Describe techniques used to attract and retain customers, and explain how to assess the extent of customer loyalty and the factors involved in customer recovery
  • Understand the measurement of customer satisfaction, describe techniques used to analyse performance data and explain the factors involved in setting performance targets and objectives

Course Content

i-Act: Understand Customer Relationship Management

i-Ask: Customer Relationship Management and Segmentation
i-Check: Customer Experience and Market Segmentation
i-Check: Market Segmentation
i-Test: Understanding Customer Experience and Market Segmentation

i-Act: Understand the Purpose of Customer Relationship Management

i-Ask: The Purpose and Scope of Customer Relationship Management
i-Ask: An Effective Customer Relationship Management System
i-Check: Understanding Customer Relationship Management
i-Check: Features of an Effective CRM System
i-Test: The Purpose of Customer Relationship Management

i-Act: Understanding Customer Retention

i-Ask: Customer Retention
i-Check: Customer Retention
i-Test: Customer Retention

i-Act: Understand the Measurement of Customer Satisfaction

i-Ask: Analysing Data and Setting Targets
i-Check: Analysing Data and Setting Targets
i-Test: Measuring Customer Satisfaction

i-Act: Techniques for the Measurement of Customer Satisfaction

i-Ask: Techniques for the Measurement of Customer Satisfaction
i-Check: Measuring Customer Satisfaction
i-Test: Measuring Customer Satisfaction

Organisational Licensing

The suite of Health and Social Care courses is available as an organisational licence – please enquire for details by emailing [email protected] or phoning 0844 854 9218.


For multiple purchase discounts or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.

Discounts are calculated during the checkout process.

Payment Options

The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email [email protected]

Additional information







Available for immediate enrolment


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