SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Manage specialised areas in customer management processes 
SAQA US ID UNIT STANDARD TITLE
10112  Manage specialised areas in customer management processes 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 7  Level TBA: Pre-2009 was L7  40 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2026-06-30   2029-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is an elective standard and forms part of the qualification, National Second Degree and is registered at Level 7 on the National Qualifications Framework (NQF) Learners working towards this standard will be learning towards the full qualification, or will be working within a Marketing environment, specialising in Marketing Management, where the acquisition of competence against this standard will add value to one's job.
This standard will also add value to learners who are starting their own business and recognises that marketing forms an integral component of any business.

The qualifying learner is capable of:
  • Managing consumers customer management
  • Managing business-to-business customer management
  • Managing customer management for non-profit organisations
  • Managing customer management for service industry 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this qualification will have demonstrated competence against the standards in the National First Degree in Marketing or equivalent at NQF Level 6. 

    UNIT STANDARD RANGE 
  • Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.
  • Media will include all electronic, print, outdoor, digital media, e-media and direct media.
  • Customer management includes public relations events such as exhibitions, events, sponsorships, brochures, and displays within retail environments. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Manage consumer customer management. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Consumer customer management philosophies are developed and communicated. 

    ASSESSMENT CRITERION 2 
    2. Consumer customer management issues and requirements are identified and implemented. 

    ASSESSMENT CRITERION 3 
    3. In-house agency versus external agency is assessed and evaluated. 

    ASSESSMENT CRITERION 4 
    4. Brand and retail customer management is compared. 

    ASSESSMENT CRITERION 5 
    5. Sales results are planned for. 

    SPECIFIC OUTCOME 2 
    Manage business-to-business customer management. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Business-to-business customer management environment is explained. 

    ASSESSMENT CRITERION 2 
    2. Buying motives are explained. 

    ASSESSMENT CRITERION 3 
    3. Buying influences are researched. 

    ASSESSMENT CRITERION 4 
    4. Customer management's role in integrated customer management is explained. 

    ASSESSMENT CRITERION 5 
    5. Customer management is properly planned. 

    ASSESSMENT CRITERION 6 
    6. Media options for customer management are assessed and chosen. 

    ASSESSMENT CRITERION 7 
    7. Creative customer management is used in business-to-business customer management. 

    SPECIFIC OUTCOME 3 
    Manage customer management for non-profit organisations. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Products of Non Government Organisations (NGO's) are identified. 

    ASSESSMENT CRITERION 2 
    2. Characteristics of Non Government Organisations (NGO's) are identified and explained. 

    ASSESSMENT CRITERION 3 
    3. Image formation is utilised to address special needs of Non Governmental Organisations (NGO's) . 

    ASSESSMENT CRITERION 4 
    4. Types of customer management used for Non Governmental Organisations (NGO's) is identified and implemented. 

    ASSESSMENT CRITERION 5 
    5. The role of customer management in integrated marketing communication is explained. 

    SPECIFIC OUTCOME 4 
    Manage customer management for service industry. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Products of service industry are identified and listed. 

    ASSESSMENT CRITERION 2 
    2. Communication activities between client and agency are kept open. 

    ASSESSMENT CRITERION 3 
    3. Legal and regulatory issues are identified and complied with. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers offering learning towards this unit standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the Services SETA and /or by The Council of Higher Education (CHE). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    A demonstrated understanding of:
  • A comprehensive overview and understanding for conducting a Strengths, Weaknesses, Opportunities and Threats analysis (SWOT).
  • A general and broad understanding of the techniques, methods, principles and regulations for customer management.
  • An all rounded understanding of the corporate and organisational business and marketing strategies.
  • A broad and comprehensive understanding of the different types of customers and businesses available.
  • An all rounded and generic understanding of the industry, the product and the industry role players.

    Range: This knowledge will apply to the particular economic sector in which the learner is learning. Moderation of this aspect will therefore need to be carried out jointly by the relevant Educating and Training Quality Assurance body (ETQA) and the services ETQA. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems pertaining to the management of customer management. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a team when managing customer management interventions. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one's activities so that alternative customer management strategies are in place in the event of current strategies being rejected or failing or there being insufficient resources available to implement them. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information so that customer management is correctly applied to the various types of business 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively when dealing with all types of clients. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically when managing customer management activities. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems so that all customer management is linked. 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  22875   National Diploma: Customer Management  Level 7  Level N/A: Pre-2009 was L7  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  SERVICES 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.