CRM & Data Management
This course was first created for Microsoft. It looks at the
data elements within a CRM programme. What to collect, how to do it
and how to use data to build engaging personalised and relevant
comms programmes.
- The key stages of a CRM programme
- How to identify, understand, retain and develop customers
- The differences between satisfaction and loyalty
- Using event driven marketing to personalise the customer
experience
- Segmentation and customer insights
- What data to collect and use at each touch point
- Building a database for CRM
- Behavioural segmentation