E-CRM

Schedule February 2 - 16, 2012
November 6 - 20, 2012
Regular Rate P8900+VAT
Early Bird Rate P7900+VAT (if you pay up to 2 weeks before the course starts)

    I. Introduction

    1. What is CRM?
    2. Basic CRM principles
    3. The importance of RELATIONSHIP in marketing and business
    4. Role of technology: database, 360-customer view, system integration

    II. Traditional CRM applications & best practices in Digital

    1. Lead generation, Conversion & eCommerce
    2. Customer Value, Marketing Segmentation, Targeting & Customization
    3. Customer Service, Retention & Churn Management

    III. The DM Planning Framework Revisited

    1. Planning the platform
    2. Creating the platform
    3. Publicizing the platform
    4. Analytics & Optimization

    IV. An Evolution into eCRM

    1. Technology advances & Social Computing
    2. Role of Social Influence
    3. Customer Experience is the new currency

    V. Social CRM

    1. Social CRM: definition & Implications
    2. Selected Social CRM Use Cases (based on Altimeter Group whitepaper)
      1. Rapid Social Marketing Response (M2).
      2. Peer-2-Peer (P2P) Unpaid Armies (SP3).
      3. Seamless Customer Experience (CX1).

    VI. Digital Marketing Planning Framework Applied

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You can take each course on its own or take the full program. You will be a Certified Digital Marketer once you complete all 11 courses.

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