Client Relationship Management: Building Relationships in Every Touchpoint For ARMs & JRMs
IBF-STS funded
4 CPD hours
Half Day
Dates
Duration
CPD Hours
Program Fee
Choose your session
Pick a date that works for you. A confirmation email with venue details will be sent closer to the date
Sunday, 23 August 2026
TGS-2024047775
The early years in relationship management are where habits form. ARMs and JRMs who learn to see every client interaction — a phone call, a service request, a routine review — as a relationship-building opportunity are the ones who grow into strong relationship managers. Those who treat these interactions as transactions tend to plateau.
This half-day workshop gives you a structured CRM framework built specifically for the ARM and JRM role. You’ll learn how to qualify leads, communicate with clients more effectively, identify needs they haven’t yet articulated, spot upsell and cross-sell cues, and know when to escalate to your senior RM — all within a single, practical session.
70%
Of client attrition in banking is linked to poor touchpoint management — not product dissatisfaction
Source: Bain & Company Banking Report 2023
5×
More costly to acquire a new client than retain an existing one — making ARM-level skills a direct revenue driver
Source: Deloitte Financial Services Research 2024
62%
Of missed cross-sell opportunities are identified too late — often because junior RMs weren’t trained to spot the signals
Source: McKinsey Banking Practice 2023
Who should attend?
Assistant Relationship Managers (ARMs) who want to build a stronger foundation in client engagement and CRM practices
Junior Relationship Managers (JRMs) looking to handle client touchpoints more confidently and add visible value to their RM team
New relationship management professionals in banking who want a structured CRM framework from day one
Professionals seeking IBF-STS CPD credits in Customer Relationship Management (Proficiency Level 3)
What will you walk away with?
Identify and apply CRM tools and capabilities to help build client relationships — so every touchpoint becomes an opportunity to deepen trust, not just complete a task.
Find and qualify leads through referrals and structured prospecting — knowing which leads to prioritise and how to approach them professionally.
Communicate more effectively with clients on the phone and by email — using questioning tools to uncover needs and distinguish genuine wants from surface preferences.
Spot upsell and cross-sell opportunities through active listening clues and cues — and know how to escalate these appropriately to your senior RM for action.
Monitor client satisfaction systematically and identify at-risk accounts early — so you can flag concerns before a client relationship deteriorates.
What does the program cover?
Step 1: Finding Qualifying Leads
Establishes a disciplined approach to lead management. Not all leads are worth equal time and attention — knowing how to qualify them quickly and systematically is one of the most valuable skills an ARM or JRM can develop.
- Getting leads through referrals: how to build and activate a referral network within your existing client base
- Qualifying prospects: the criteria and questions that tell you whether a lead is worth pursuing — and how to prioritise your pipeline
Step 2: Understanding Needs
Covers the communication skills that separate effective ARMs and JRMs from order-takers. You’ll learn how to have more purposeful client conversations — by phone and by email — and uncover what clients actually need rather than what they initially say they want.
- Communicating with clients effectively on the phone and via email: tone, structure, and follow-through
- Identifying needs vs wants and preferences: questioning techniques that surface what clients really value
- Questioning tools: the specific question types that open conversations, deepen understanding, and build trust
Step 3: Finding Opportunities
Trains you to be the person who consistently spots revenue and relationship opportunities others miss — by listening more carefully and keeping better records. Also covers how to escalate findings to your senior RM in a way that adds value and builds your credibility.
- Listening tools: identifying clues and cues in client conversations that signal an unmet need, a change in circumstances, or a product/service opportunity
- Importance of keeping accurate client data and records: why good documentation protects the relationship and enables better follow-through
- Adding product/service leads and escalating to RMs: the process for identifying and raising opportunities in a structured, professional way
Step 4: Monitoring Client Satisfaction
Closes the loop on the CRM framework — turning relationship management from one-off interactions into an ongoing process of monitoring, reporting, and continuous improvement.
- Monitoring client satisfaction: the signals and check-in practices that give early warning of a deteriorating relationship
- Identifying and reporting accounts at risk: how to escalate concerns to your RM with the right context and urgency
Why attend this workshop?
Is this workshop specifically designed for ARMs and JRMs?
What does the IBF-STS funding cover?
How many CPD hours will I earn?
What is the IBF MySkills Portfolio and should I track this program there?
The IBF MySkills Portfolio is a free tool to track training progress against the IBF Skills Framework. Completing this program counts toward the Customer Relationship Management TSC at Proficiency Level 3, contributing to IBF Certification. Access at ibf.org.sg/myskillsportfolio.