About Us

We Are Leading Customer Management Institute

The Chartered Institute of Customer Management Zambia (CICM Zambia) is a non-profit organization dedicated to the advancement of customer management practices. Our aim is to promote the customer management discipline as a vital management discipline distinct and separate from other commercial functions within any organization

Our members are individuals who develop, manage, optimize, and envision how organizations interact with their customers

Consulting and Advisory Services.

At CICM we will give you a multi-dimensional end-to-end view of customer engagement across the full lifecycle. Combining a consulting and technology approach underpinned with a tried and tested methodology, CICM delivers robust strategic scenario planning and customer engagement design through to execution.

Training and CPD

CICM ZAMBIA is the knowledge portal and information hub in the Customer Experience/ Contact Centre industry in Zambia. Our Training, Development and CPD Directorate provides Inhouse and Offsite training programs, Customized Training Sessions, Training Seminars, Coaching and Exchange programs.

Mystery Shopping and Customer Survey Solutions.

The Chartered Institute for Customer Management is your one stop shop for all Customer Survey needs. We do Mystery Shopping, Customer Feedback Surveys, Customer Satisfaction Surveys (Csat), Net Promote Score (NPS), Perception Surveys etc.