Thriving in the discipline of customer advocacy demands mastery of a specialized skill set and a keen understanding of frameworks and methodologies for administering a well-rounded advocacy program. Our tiered education program is designed for advocacy practitioners at any stage of their career. From studying the fundamentals of advocacy program design to evaluating proven strategies for engaging customers and investigating both established and emerging methods of asset creation and metric reporting, our education program provides in-depth training across the full breadth of skills and experience necessary for advocacy practitioners to thrive in any industry.

Certifications

Level 1

  • A deep dive into the principles that shape and define every customer advocacy program, this course provides students an opportunity to learn and apply the basic tools and strategies of advocate recruitment and reference request fulfillment. Through a blended use of lecture, discussion, and hands-on class activities, the Introduction to Customer Advocacy course covers topics such as leveraging reference management systems to track and assess program performance, establishing processes for cross-functional collaboration to identify and recruit advocates, and refining communication strategies for a range of different customer audiences.  

  • We recommend completing this course if you have 0-2 years of experience in customer advocacy.

  • The topics covered in this course are designed to prepare students for the ICCAP I Certification exam.

  • All students enrolled in Level 1 Online Training receive free access to Referential’s ICCAP Level 1 practice exam.

Level 2

  • This course delves into the intricacies of effectively managing a sub-team of customer advocacy professionals and overseeing specific portions of program delivery. Through instructor-led presentations and applied-learning exercises using real-world scenarios, the Level 2 course - Program Delivery Essentials - covers topics such as conducting gap analyses and leveraging findings to solicit reference nominations, planning and implementing multi-tier advocacy programs, utilizing metrics and reporting for strategic program promotion, and full life-cycle customer asset creation management.

  • We recommend completing this course if you have accountability for managing specific program deliverables or overseeing sub-teams in your customer advocacy program.

    Note you also need two years of advocacy experience.

  • The topics covered in this course are designed to prepare students for the ICCAP II Certification exam.

  • All students enrolled in Level 2 Online Training receive free access to Referential’s ICCAP Level 2 practice exam.

Level 3 (Coming soon!)

  • A critical analysis of the tools and strategies necessary to sustain program performance and promote program growth, this course educates professionals on the essentials of building an advocacy program from scratch and motivating institutional adoption of customer advocacy strategy. Comprised of lecture, facilitator-led discussion, and class activities that enable participants to apply learnings to their individual programmatic needs (priorities), this course is designed to deliver tangible strategies and methods for cross-functional alignment of program and company goals. Customer Advocacy Management & Strategy covers topics such as standardizing strategic processes for metrics and reporting to promote multi-department program adoption, designing programmatic models for scale and growth that leverage executive buy-in and sponsorship, creating nomination protocols that align with established departmental practices and processes, and architecting efficient, effective advocacy program technology stacks.

  • It is recommended that you have at least 5 years of experience in the customer advocacy discipline, and have completed and achieved certification in both level 1 and 2 of ICCAP

  • The topics covered in this course are designed to prepare students for the ICCAP III Certification exam.

    Online Level 3 training will be available shortly.

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Practice Exams

Reference marketing consultant

Practice exams arise from and help you to gain a firsthand understanding of what you can expect when applying your experience and knowledge in the ICCAP Certification Exam. You may need to review and identify concepts in the customer advocacy discipline to succeed, and this test will help you to feel more prepared for your certification exams. You can expect to more efficiently earn each level of your ICCAP certification credentials, saving time and resources on re-examination, with these study materials.

Practice exams from Referential address all the major areas of expertise covered in ICCAP’s Certification testing. Each practice exam consists of 60 randomized questions that reflect the core competencies of the corresponding level of ICCAP certification. Practitioners will have five opportunities to complete the practice test. On completion of each round, you will receive your final score and access to the full set of questions and the corresponding answer key.

While practice exams use the same question format and cover the same topics as ICCAP Certification Exams, practice exam content is the sole, individual creation of Referential Inc. and does not replicate or copy any content from official ICCAP materials.

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