The  focuses on the promotion of best practices in the management of customers.  ICM focuses on both the customer as well as the employer side of customer management.  The Institute aims to provide a platform whereby best practices in the industry are linked with the best practices in research.

The Institute conducts research and develops business insights into the latest issues of customer management.  We invite members of the industry to contribute towards the identification of these topics, which are then researched by some of the leading experts.

The Institute organises awards to showcase the best practices as being adopted by the industry.  The awards not only acknowledges the work done at an institutional level, but also at an individual level.  We apprecaite the performances of training managers, individual trainers as well as training organisations and in-house training departments of companies.

The Institute is also actively engaged in holding various events that showcase the best practices in customer management.  These events are not only great places to learn from each other, but also network with professionals from within the industry and across the globe.