CBIT Certification in Customer Relationship Management in TH Industry
The CBIT Certification in Customer Relationship Management in the Tourism and Hospitality Industry is a specialist short course designed to develop learners' understanding of how effective customer relationship management (CRM) strategies are applied within tourism and hospitality environments to enhance customer satisfaction, service quality, and organisational performance.
The course focuses on building long-term customer relationships, delivering personalised experiences, managing customer interactions, and leveraging CRM technologies to support customer-centred service delivery. You will explore the principles and practices of customer relationship management within the tourism and hospitality sectors, examining customer expectations, service excellence, customer retention strategies, digital engagement tools, and ethical management of customer data.
Successfully completing this certification equips you to transform your ideas into actions that drive organisational success.
The course is designed for aspiring and current business professionals, managers, team leaders, tourism and hospitality practitioners, and individuals seeking a clear and practical understanding of customer relationship management within tourism organisations.
The course focuses on equipping you with the knowledge and insight to manage customer relationships effectively, enhance customer satisfaction and loyalty, support ethical and compliant use of customer data, improve service delivery, and contribute to performance and sustainability within the tourism and hospitality industries.
Upon completing this certification, you will be able to:
Anyone can publish a short course. SBTL's Professional Skills courses are built for skill development and upskilling — here is what sets them apart:
The course is designed to be accessible to professionals from all backgrounds. We believe in providing accessible professional development, so the entry requirements are kept deliberately flexible and welcoming.
-
No Experience RequiredNo prior professional work experience is required — the course is open to everyone, whether you are starting out or already established in your career.
-
Academic BackgroundNo formal prior qualification requirements. Open to individuals from any sector aiming to gain practical, transferable skills.
-
English Language ProficiencyA good command of English to engage with study guides and complete the 40-minute timed assessments.
-
Technical AccessAs the course is 100% online, you must have a computer and stable internet connection to access the MyLearnDirect platform.
Assessment for this certification is completed entirely online through the MyLearnDirect learning portal. There are no exams to attend in person — simply complete each module's assessment at a time that suits you, within the 6-month support period. Once you pass all assessments, your certificate is issued instantly.
This certification is structured into 4 focused units, each building upon the last to develop a comprehensive understanding of the subject.
Click on each unit below to expand and view the learning outcomes.
Focuses on building, maintaining, and improving relationships with customers to increase satisfaction and loyalty.
Examines customer needs, preferences, motivations, and decision-making within tourism and hospitality.
Covers practical techniques for creating, delivering, and improving positive customer experiences.
Introduces systems and tools used to manage customer information, interactions, communication, and relationships effectively.
We offer a flexible online learning experience that puts you in control—study anytime, anywhere, and at your own pace without compromising on structure or support. This method is designed to work around your schedule, whether you are balancing work and life or prefer independent learning without live class commitments.
To support your progress, we offer up to two 30-minute personal online sessions with a tutor, providing you with direct guidance when you need it most. With expert-developed resources and optional virtual induction, you will be motivated and focused as you progress through the course.
We focus on providing a sophisticated, flexible learning experience. Our courses are designed to fit into your full-time work schedule, allowing you to study 100% online at your own pace.
-
Personal Tutor SessionsUp to two bookable 30-minute personal sessions with a qualified subject tutor — schedule them at your convenience whenever you need guidance.
-
Dedicated Support DeskAvailable 24/7. Raise queries and request callbacks whenever you need guidance.
-
6-Month Support PeriodFull access to all course content and support services for 6 months from enrolment.
-
Learning MaterialsComprehensive study guides developed by approved tutors, included in your fee.
-
Assessment ResourcesAssessment guidance and unit summaries to help you prepare for each multiple-choice assessment.
-
Candidate Self-Reflection FormA structured form to rate your confidence against each unit and note key models and examples — highlighting where to focus your revision before each assessment.
-
Real-World Case StudiesCase studies related to the course, connecting each unit's concepts to practical business scenarios.
-
24-Hour Portal AccessFull access to the MyLearnDirect online learning portal for 6 months, available 24 hours a day from any device.
