e-CRM

The key to success in business is managing your relationship with your customers. Learn how the Internet can help you integrate electronic and other customer touchpoints for better communication with customers.

1. Introduction to e-CRM
   1. Redefining CRM
   2. Understanding Basic CRM Principles
2. The Digital Marketing Planning Framework for E-CRM
   1. Planning the Platform
   2. Creating the Platform
   3. Publicizing the Platform
   4. Analysis and Optimization
3. How CRM Works
   1. Database Acquisition
      1. Where and How to Start Collecting Contact Information
      2. What Information to Collect
   2. Customer Targeting and Segmentation
      1. Database Based on 360-Customer View
   3. Managing Leads
      1. Seven Steps to Increase Conversion Engagement
   4. Customer Service and Retention
      1. Curing Customer Churn (PwC)
4. How Social CRM Works
   1. From Traditional CRM to Well-Integrated Social CRM
   2. Defining Social CRM
   3. Onwards to Social Computing
   4. Customer Relationships in Business and Marketing Activities
      1. Customer Experience as the New Currency
   5. The Role of Influence
   6. Exploring Social CRM Use Cases
   7. Choosing Tools Suitable for the Brand

How It Works

Step 1: Each course starts with an introductory lecture with our speakers from the industry.

Step 2: Followed by a 2-week online course, guided by an online facilitator.

Step 3: The output of each class is marketing brief/plan that you can use for work. In the summary session, you will present your work to a panel of experts via webinar who can give you practical feedback.

CDM Graduates