PMI Crest

Quality and Client Relationship Management (CRM)

To embed a quality management approach into the development and delivery of a customer service-oriented pensions management provision. To identify key stakeholders and to build, manage and maintain relationships both internally and externally in order to improve continually on products and services delivered and encourage innovation.

This functional area comprises the following technical competences:

  • Quality Management
  • Client Relationship Management (CRM)

Quality Management


Client Relationship Management (CRM)


Functional areas


The role of the pension profession

  • Sector Knowledge
  • Information and Knowledge Management
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Strategy & policy development

  • Pensions Strategy
  • Pensions Policy
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Leadership and management

  • People Management
  • Change Management
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Operational management

  • Product and Service innovation
  • Managing Product and Service delivery
  • Benefit Calculation and Delivery
  • Regulated Retirement Advice
  • Investment Portfolio Management
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Quality & client relationship management (CRM)

  • Governance and Compliance
  • Risk Management
  • Corporate Social Responsibility
  • Ethics
  • Sustainability in Pensions
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Compliance, Ethics & Environmental, Social and Governance (ESG)

  • Quality Management
  • Client Relationship Management (CRM)
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  • Trusteeship
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What are technical competences?

What are technical competences?

The technical competences have been developed in consultation with the industry to reflect the needs and requirements of the profession.

This document sets out the standards; explains how they can be used and by whom and directs readers to sources of information, learning materials and qualifications.