{"id":155992,"date":"2026-07-12T17:53:07","date_gmt":"2026-07-12T16:53:07","guid":{"rendered":"https:\/\/univga.org\/courses\/certificat-professionnel-en-relation-client-experience-et-fidelisation-relation-client-et-fidelisation\/"},"modified":"2026-07-12T17:53:07","modified_gmt":"2026-07-12T16:53:07","slug":"professional-certificate-in-customer-relations-experience-and-loyalty-customer-relations-and-loyalty","status":"publish","type":"courses","link":"https:\/\/univga.org\/en\/courses\/certificat-professionnel-en-relation-client-experience-et-fidelisation-relation-client-et-fidelisation\/","title":{"rendered":"Professional Certificate in Customer Relations, Experience and Loyalty \u2014 Customer Relations and Loyalty"},"content":{"rendered":"

In a context where SMEs\/MSMEs and the social economy drive employment in Africa, mastering the client relationship<\/strong> has become a decisive competitive advantage. From local markets to digital platforms, customer expectations are rising: responsiveness, transparency, reliability, and after-sales service. The rise of mobile money, WhatsApp Business, and marketplaces opens accessible sales channels but requires a consistent and reassuring customer experience. For entrepreneurs under the OHADA framework, structuring reception, follow-up, complaint management, and loyalty allows for increasing the average basket size, reducing churn, and building trust, a major asset in fragmented markets. This certificate concretely equips project holders, merchants, and leaders to design simple, measurable, and profitable customer journeys, from the first contact to recommendation, integrating local realities (languages, logistics, seasonality, purchasing power).<\/strong> is 100% online, asynchronous, with a recommended pace of 5\u20138 hours\/week. You progress from real case studies of African SMEs (retail, services, agro-processing, transport), ready-to-use models and scripts (WhatsApp\/SMS channels, reception standards, complaint templates), and exercises applied to your own project. Each module is aligned with the reference<\/p>\n

The method UNIVGA<\/strong> CRM \/ Customer Experience (customer journey mapping, service blueprint, NPS\/CSAT, RFM, SLA) and adapted to the OHADA legal and operational context. Frugal and accessible tools are favored (Excel\/Sheets, forms, free CRMs, Looker Studio), with checklists, dashboards, and templates that are directly reusable. The pedagogical support ensures targeted feedback, project evaluations, and the quality of a certifying training<\/strong> focused on results and employability. UNIVGA<\/strong> The impact is immediate: creation and development of your activity, better formalization of customer processes, enhanced credibility for access to financing (microfinance, fintech), and professionalization of commercial management. You will be able to operationalize a service culture, manage satisfaction, implement a CRM, handle complaints with<\/p>\n

SLA and launch low-cost loyalty programs. These skills open up opportunities for self-employment and integration into key roles in SMEs (customer service representative, store manager, customer support, relationship marketing). The<\/strong> enhances your profile with employers and partners: you leave with a portfolio of tools, your scripts and procedures, your dashboards, and performance indicators ready to track. Professional Certificate UNIVGA<\/strong> Designed for creators and leaders of African SMEs\/MSMEs, this 100% online certificate develops key skills in CRM\/Customer Experience to sell better and retain customers. UNIVGA certifying training, immediately applicable for self-employment and sustainable growth.<\/p>","protected":false},"excerpt":{"rendered":"

Map the customer journey and identify key friction points.<\/p>","protected":false},"author":1,"featured_media":0,"template":"","course-category":[2025,2024],"course-tag":[],"class_list":["post-155992","courses","type-courses","status-publish","hentry","course-category-departement-entrepreneuriat-pme","course-category-ecole-entrepreneuriat-pme-univga"],"yoast_head":"\nCertificat Professionnel en Relation Client, Exp\u00e9rience et Fid\u00e9lisation \u2014 Relation Client et Fid\u00e9lisation - UNIVGA<\/title>\n<meta name=\"description\" content=\"Pens\u00e9 pour les cr\u00e9ateurs et dirigeants de PME\/TPE africaines, ce certificat 100% en ligne d\u00e9veloppe des comp\u00e9tences cl\u00e9s en CRM\/Exp\u00e9rience client pour mieu\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/univga.org\/en\/courses\/professional-certificate-in-customer-relations-experience-and-loyalty-customer-relations-and-loyalty\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Certificat Professionnel en Relation Client, Exp\u00e9rience et Fid\u00e9lisation \u2014 Relation Client et Fid\u00e9lisation\" \/>\n<meta property=\"og:description\" content=\"Pens\u00e9 pour les cr\u00e9ateurs et dirigeants de PME\/TPE africaines, ce certificat 100% en ligne d\u00e9veloppe des comp\u00e9tences cl\u00e9s en CRM\/Exp\u00e9rience client pour mieu\" \/>\n<meta property=\"og:url\" content=\"https:\/\/univga.org\/en\/courses\/professional-certificate-in-customer-relations-experience-and-loyalty-customer-relations-and-loyalty\/\" \/>\n<meta property=\"og:site_name\" content=\"GROUPE UNIVGA\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/facebook.com\/univga1\/\" \/>\n<meta property=\"og:image\" content=\"https:\/\/univga.org\/wp-content\/uploads\/2025\/03\/univga1_logo-removebg-preview.png\" \/>\n\t<meta property=\"og:image:width\" content=\"200\" \/>\n\t<meta property=\"og:image:height\" content=\"200\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@univga1\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/univga.org\\\/courses\\\/certificat-professionnel-en-relation-client-experience-et-fidelisation-relation-client-et-fidelisation\\\/\",\"url\":\"https:\\\/\\\/univga.org\\\/courses\\\/certificat-professionnel-en-relation-client-experience-et-fidelisation-relation-client-et-fidelisation\\\/\",\"name\":\"Certificat Professionnel en Relation Client, Exp\u00e9rience et Fid\u00e9lisation \u2014 Relation Client et Fid\u00e9lisation - 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