CRM in Credit Collections

Master the art of Customer Relationship Management in credit collections with our expertly designed course. Gain comprehensive skills in CRM technology, data management, and innovative collection strategies under the guidance of industry experts. Enroll now to transform your approach to credit collections.

Face-to-Face Jul 14-15, 2025 9:00 AM - 5:00 PM Tarun Sukhani
updated
intermediate
CRM in Credit Collections
We price match

Public Pricing

MYR 3500

Corporate Pricing

Pax:

Training Fees: MYR 6500/day
Total Fees: MYR 13000 ++

Training Provider Pricing

Pax:

Training Fees: MYR 5600
Material Fees: MYR 600
Total Fees: MYR 6200

Features

2 days
14 modules
9 intakes
Full life-time access
English

Subsidies

HRDC Claimable logo

What you'll learn

  • Navigate legal frameworks and ethical considerations in debt collection
  • Understand CRM fundamentals and their application in credit collections
  • Develop effective customer segmentation and profiling techniques
  • Implement transparent communication strategies to build trust
  • Leverage multi-channel strategies to enhance customer engagement
  • Analyze real-world case studies for practical insights
  • Assess customer creditworthiness and establish sound credit policies
  • Explore future trends and innovations in CRM technology

Why should you attend?

This course offers an in-depth exploration of Customer Relationship Management (CRM) within the context of credit collections. Participants will begin by understanding CRM fundamentals and their role in value creation for collections. The course delves into the evolution of debt collection as a function, emphasizing the delicate balance between effective collections and customer retention. Participants will learn to segment and profile customers, identify vulnerable customers, and understand behavioral loyalty in credit management. Through data mining and analytics, they will gain insights into customer needs, enabling them to develop targeted retention strategies. The course covers essential aspects of credit risk assessment and policy development, including assessing customer creditworthiness and setting appropriate credit limits. Communication strategies are also a focus, with practical exercises on transparent communication, handling disputes, and building trust with customers. Legal frameworks and ethical considerations in debt collection are explored alongside negotiation techniques for establishing repayment plans. Participants will design multi-channel collection campaigns leveraging CRM software to enhance customer engagement. Real-world case studies provide practical insights into managing accounts receivables and optimizing cash flow while maintaining strong customer relationships. The course concludes with future trends in CRM for collections, preparing participants for emerging technologies like AI and automation.

Course Syllabus

CRM Fundamentals and Value Creation in Collections
Evolution of Debt Collection as a Function
The Balance Between Collections and Customer Retention
Key Terms and Concepts in Credit Collections
Hands-on Exercise: Group Discussion on Customer Retention Challenges in Collections
Short Break
15 mins
Short Break
15 mins
Recap and Q&A
15 mins
Lunch
1 hour
Short Break
15 mins
Short Break
15 mins
Short Break
15 mins
Recap and Q&A
15 mins
End of Day 1
Short Break
15 mins
Short Break
15 mins
Recap and Q&A
15 mins
Lunch
1 hour
Short Break
15 mins
Short Break
15 mins
Short Break
15 mins
Recap and Q&A
15 mins
End of Day 2

Instructor

Loading...
Tarun Sukhani Founder & CTO Teaching

Tarun Sukhani is a distinguished professional trainer and consultant with nearly 30 years of experience in the IT and business sectors, having worked internationally across AMER, APAC, and EMEA. His expertise spans a wide array of domains such as Agile methodologies (Scrum, SAFe, Kanban), enterprise architecture frameworks like TOGAF and COBIT, IT service management standards including ITIL and ISO27001, as well as cybersecurity certifications like CISO and CISSP. Tarun's proficiency extends to project management frameworks such as PRINCE2 and PMP, along with cutting-edge technologies in Big Data analytics using Hadoop and Spark, data science with Python or R, and data visualization tools like Tableau. Tarun has held numerous senior development and executive roles including CIO/CTO positions where he managed large-scale IT operations for multinational corporations such as Dell, AMD, and Experian. His leadership skills have been instrumental in enhancing business operations across various functions including HR, Finance, Operations, Sales, Risk Management, Engineering/Manufacturing, and Accounting. He has also contributed significantly to regional conglomerates like Indra in the Asia Pacific region. A passionate educator at heart, Tarun has facilitated training workshops throughout Asia Pacific countries such as Malaysia, Indonesia, Philippines, Thailand, and Singapore. His training sessions cover a broad spectrum of topics from project management to strategic leadership and soft skills development. Additionally, he specializes in advanced technical subjects like software architecture design patterns for reactive microservices architectures on cloud platforms. Tarun's academic credentials are equally impressive; he graduated summa cum laude with an MSc in Information Systems and an MBA in Finance and Operations Management from Loyola University Chicago. He holds multiple Bachelor's degrees in Biology, Math & Computer Science alongside Business Administration. Further enriching his knowledge base are certifications as an Agile/Scrum trainer; Java/.NET programmer; Machine Learning specialist; InfoSec expert; Business Intelligence professional; complemented by advanced studies in AI & Blockchain from prestigious institutions like MIT & Stanford. His client portfolio includes renowned organizations such as Western Digital/Sandisk for machine learning product management projects; Singtel & CIMB for agile product development initiatives; Tenaga Nasional & JPJ for agile project management engagements among others. Tarun's dynamic approach combined with his deep-rooted passion for developing people makes him a sought-after speaker at international conferences where he shares insights on digital transformation strategies.

18 Students
231 Courses
English, Malay, Spanish

Minimum Qualification

undergraduate

Target Audience

entry level
mid level managers
senior managers

Methodologies

lecture
slides
case studies
group assignment
group discussion
q&A

Why should you attend?

This course offers an in-depth exploration of Customer Relationship Management (CRM) within the context of credit collections. Participants will begin by understanding CRM fundamentals and their role in value creation for collections. The course delves into the evolution of debt collection as a function, emphasizing the delicate balance between effective collections and customer retention. Participants will learn to segment and profile customers, identify vulnerable customers, and understand behavioral loyalty in credit management. Through data mining and analytics, they will gain insights into customer needs, enabling them to develop targeted retention strategies. The course covers essential aspects of credit risk assessment and policy development, including assessing customer creditworthiness and setting appropriate credit limits. Communication strategies are also a focus, with practical exercises on transparent communication, handling disputes, and building trust with customers. Legal frameworks and ethical considerations in debt collection are explored alongside negotiation techniques for establishing repayment plans. Participants will design multi-channel collection campaigns leveraging CRM software to enhance customer engagement. Real-world case studies provide practical insights into managing accounts receivables and optimizing cash flow while maintaining strong customer relationships. The course concludes with future trends in CRM for collections, preparing participants for emerging technologies like AI and automation.

What you'll learn

  • Navigate legal frameworks and ethical considerations in debt collection
  • Understand CRM fundamentals and their application in credit collections
  • Develop effective customer segmentation and profiling techniques
  • Implement transparent communication strategies to build trust
  • Leverage multi-channel strategies to enhance customer engagement
  • Analyze real-world case studies for practical insights
  • Assess customer creditworthiness and establish sound credit policies
  • Explore future trends and innovations in CRM technology

Course Syllabus

CRM Fundamentals and Value Creation in Collections
Evolution of Debt Collection as a Function
The Balance Between Collections and Customer Retention
Key Terms and Concepts in Credit Collections
Hands-on Exercise: Group Discussion on Customer Retention Challenges in Collections
Short Break
15 mins
Short Break
15 mins
Recap and Q&A
15 mins
Lunch
1 hour
Short Break
15 mins
Short Break
15 mins
Short Break
15 mins
Recap and Q&A
15 mins
End of Day 1
Short Break
15 mins
Short Break
15 mins
Recap and Q&A
15 mins
Lunch
1 hour
Short Break
15 mins
Short Break
15 mins
Short Break
15 mins
Recap and Q&A
15 mins
End of Day 2
We price match

Public Pricing

MYR 3500

Corporate Pricing

Pax:

Training Fees: MYR 6500/day
Total Fees: MYR 13000 ++

Training Provider Pricing

Pax:

Training Fees: MYR 5600
Material Fees: MYR 600
Total Fees: MYR 6200

Features

2 days
14 modules
9 intakes
Full life-time access
English

Subsidies

HRDC Claimable logo

Instructor

Loading...
Tarun Sukhani Founder & CTO Teaching

Tarun Sukhani is a distinguished professional trainer and consultant with nearly 30 years of experience in the IT and business sectors, having worked internationally across AMER, APAC, and EMEA. His expertise spans a wide array of domains such as Agile methodologies (Scrum, SAFe, Kanban), enterprise architecture frameworks like TOGAF and COBIT, IT service management standards including ITIL and ISO27001, as well as cybersecurity certifications like CISO and CISSP. Tarun's proficiency extends to project management frameworks such as PRINCE2 and PMP, along with cutting-edge technologies in Big Data analytics using Hadoop and Spark, data science with Python or R, and data visualization tools like Tableau. Tarun has held numerous senior development and executive roles including CIO/CTO positions where he managed large-scale IT operations for multinational corporations such as Dell, AMD, and Experian. His leadership skills have been instrumental in enhancing business operations across various functions including HR, Finance, Operations, Sales, Risk Management, Engineering/Manufacturing, and Accounting. He has also contributed significantly to regional conglomerates like Indra in the Asia Pacific region. A passionate educator at heart, Tarun has facilitated training workshops throughout Asia Pacific countries such as Malaysia, Indonesia, Philippines, Thailand, and Singapore. His training sessions cover a broad spectrum of topics from project management to strategic leadership and soft skills development. Additionally, he specializes in advanced technical subjects like software architecture design patterns for reactive microservices architectures on cloud platforms. Tarun's academic credentials are equally impressive; he graduated summa cum laude with an MSc in Information Systems and an MBA in Finance and Operations Management from Loyola University Chicago. He holds multiple Bachelor's degrees in Biology, Math & Computer Science alongside Business Administration. Further enriching his knowledge base are certifications as an Agile/Scrum trainer; Java/.NET programmer; Machine Learning specialist; InfoSec expert; Business Intelligence professional; complemented by advanced studies in AI & Blockchain from prestigious institutions like MIT & Stanford. His client portfolio includes renowned organizations such as Western Digital/Sandisk for machine learning product management projects; Singtel & CIMB for agile product development initiatives; Tenaga Nasional & JPJ for agile project management engagements among others. Tarun's dynamic approach combined with his deep-rooted passion for developing people makes him a sought-after speaker at international conferences where he shares insights on digital transformation strategies.

18 Students
231 Courses
English, Malay, Spanish

Minimum Qualification

undergraduate

Target Audience

entry level
mid level managers
senior managers

Methodologies

lecture
slides
case studies
group assignment
group discussion
q&A
Close menu