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At CSI, the well-being of our valued learners and staff is our highest priority. Learn more about our response to COVID-19 and changes to our exam delivery format.

Enhancing Client Relationships – CRM Phase 2


What You Will Learn

The following topics will be covered in the course:

  • The phases of CRM’s implementation
  • New requirements for pre-trade disclosure, fixed income compensation, use of benchmark information, and client account statements
  • Enhanced trade confirmations and reporting on charges and compensation
  • Money-weighted versus time-weighted rates of return
  • Compliance and Supervision Issues
  • Elements of Communication and How to Handle Difficult Conversations

This course is taught online and includes PDF textbook and online interactive modules.

Course Outline

Lesson 1: The Basic Concepts of CRM2

  • The History of the Client Relationship Model
  • The Two Phases of CRM’s Implementation
  • The New Requirements for Pre-Trade Disclosure, Fixed Income Compensation, Use of Benchmark Information, and Account Statements
  • Compliance and Supervision Issues

Lesson 2: 2016: Cost and Performance Reporting

  • The Report of Charges and Compensation
  • Enhanced Trade Confirmations
  • Money-Weighted Vs. Time-Weighted Rates of Return
  • Compliance and Supervision Issues

Lesson 3: Tying It All Together

  • Discussions Advisors Can Expect To Have With Their Clients
  • Compliance and Supervision Issues
  • Elements of Communication and How to Handle Difficult Conversations
Approximate Hours of Study**
Hours of Study 3

** In order to provide some guidance to course participants as to the length of time it will take to be sufficiently prepared to write the final examination, CSI has prepared this estimate of the number of hours an average participant could possibly expect to spend studying for a course. Please note that these are only recommended hours of study developed based on research and our course content, however, this does not mean that some students with exceptional backgrounds would not take less time than recommended or that students with no background at all in finance or economics would not take longer than the maximum.

Quiz Format Online
Question Format Multiple Choice
Questions Per Quiz 20
Attempts Allowed Unlimited
Passing Grade 60%*
Enrolment Period 6 months

* IMPORTANT: There is no maximum to the number of quiz attempts permitted, but only the first passing grade (60% or over) will appear on official web transcript.

Continuing Education (CE) Credits

Click the links below or the buttons at the top of the page on the right side to access CE accreditation information. To search for specific course information, press Ctrl+F and then enter the course name to search the document for the information you are interested in.

National/Provincial (Excluding Quebec)
Download CE Chart (PDF, 163 kb)

Quebec (IQPF/CSF)
Download IQPF/CSF Chart (PDF, 182 kb)

Please note: While CSI makes every effort to ensure that the information is up-to-date, we are unfortunately unable to fully guarantee its accuracy. The information listed in the charts above may be subject to change.

For details on the organizations and other information on CE Credits listed in the above charts, please click here.