CICRM is a registered Professional Membership and Qualification Examination Board in the area of Customer Relationship Management.
Progressive professional certifications from CCSP to CCXC, benchmarked internationally.
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Positioning CICRM as a leading global authority on AI-enabled customer experience.
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Sector-specific diplomas across aviation, health, telecoms, transport and public service.
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Grades from Student Member to Fellow and Chartered Professional status.
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CICRM develops internationally benchmarked qualifications, professional standards, industry certifications, research, consulting solutions and executive education programmes that equip individuals and organisations to thrive in today's customer-centric economy.
From frontline service excellence (CCSP) through to executive consulting (CCXC).
Aviation, hospitality, telecoms, transport, health and public sector CRM programmes.
Members
Graduates
Pass Rate
Years of Excellence
It is my great pleasure to welcome you to CICRM. Our vision is ambitious yet achievable: to become the World's Premier Authority in AI-Driven Customer Experience, Customer Service and Relationship Management by 2035.
Dr. Mthokozisi Tafadzwa Nkosi, President
Frontline service excellence and customer relationship skills.
Managing CX programmes, teams and performance.
Foundational CRM principles applicable across all industries.
Advanced CRM practitioners: analytics, strategy and governance.
Lead and transform modern omni-channel contact centres.
Design, deliver and measure customer experience across touchpoints.
Programmes designed in collaboration with industry experts.
Curricula benchmarked against global best practices.
Preparing professionals for the future of customer experience.
Learning from experienced practitioners and thought leaders.
Two-hour Executive AI Masterclasses building awareness and buy-in for AI-enabled customer experience.
Customer experience audits, mystery shopping, and organisational transformation consulting.
The Customer-Focused Leadership Summit and Customer Engagement Summit, held annually in Victoria Falls.
"Earning my Chartered designation opened doors and gave me real credibility with clients."
"Earning my Chartered designation opened doors and gave me real credibility with clients."
18Sep
A twice-yearly executive conference for CEOs, Managing Directors and CX leaders — CICRM's flagship convening event.
06Oct
An annual conference coinciding with Customer Service Week, open to all customer service professionals, staff and executives.
10Jun
Annual awards recognising organisations demonstrating excellence in customer experience, including an AI-enabled CX category.
Whether you're beginning your professional journey or leading customer experience transformation, CICRM equips you with globally benchmarked qualifications and a professional membership community.
Whether educator, researcher, consultant or business professional, CICRM offers a platform to make a lasting impact on customer experience and relationship management.
We are committed to leaving the world a better place. We pursue new technology, encourage creativity,
CICRM is a professional membership body, qualification examination board, training institution and certification authority dedicated to advancing excellence in CRM, CX, Customer Service and Contact Centre Management.
Membership is open to customer service and CX professionals, marketers, sales professionals, contact centre staff, bankers, healthcare professionals, government employees, business owners, students, academics and consultants.
Not always. Some certificate programmes require no previous experience, while advanced diplomas and chartered qualifications may have entry requirements based on academic qualifications or professional experience.
We offer physical classes, live online classes, hybrid learning, corporate in-house training, weekend classes and executive classes.
Yes. We design customised training programmes for organisations across banking, healthcare, insurance, government, hospitality, retail, telecommunications and more.
Yes. CICRM offers programmes in AI in Customer Service, AI CX Strategy, Digital Customer Engagement, Customer Analytics and Conversational AI as part of its AI-Driven Customer Experience positioning.
FEB,2025
Here we outline the opportunities that exist in the customer service sector.
JAN,2025
This article demystifies customer profitability analysis.
FEB,2025
This article discusses the dilemma CSEs face in organisations.
