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Practical E-CRM
How to Enhance Online Customer Relationship Management|
Who should attend?
This workshop is for marketers who want to increase customer acquisition, retention and loyalty by combining e-CRM tools such as the web site, e-mail and databases with traditional communications. It will provide marketing managers or e-marketing specialists with an approach for creating or revising a plan to integrate online customer relationship management with all marketing activities. What the workshop will cover • A ten stage planning process to achieve e-CRM • Approaches to identifying, profiling, differentiating, interacting and customizing services for site visitors and customers • Identification of the online value proposition including the services and offers to support site visitors through the buying process • A briefing on the latest data protection constraints on e-CRM • Online customer satisfaction and loyalty drivers • Resourcing issues in implementing e-CRM • Assessing and improving the effectiveness of e-CRM Key benefits: • Devise a coherent plan to implement or improve e-CRM • Learn about effective methods of online acquisition and retention • Improve the online customer experience • Select appropriate solutions for implementing e-CRM • Minimise risks and maximise chances of success in implementing e-CRM The training method A workbook approach will be used to develop the e-CRM plan. Delegates will be encouraged to share their experiences of e-CRM. Case studies and a range of recommended approaches will be used to highlight best practice. Book course online at the Chartered Institute of Marketing site >> Ask us a question about finding the right course for you >> |
Benefits of attending a Dave Chaffey workshop 1. Dave's workshops are practical and action-oriented - designed to be applied as soon as you get back to the office. 2. Involvement and participation is encouraged to share ideas and experiences of e-marketing. 3. 'Bang up-to-date' from monitoring of the development of European and US e-marketing. 4. Activities, case studies and diagrams are used to avoid 'death by Powerpoint'. 5. Each delegate to CIM workshops receives a free copy of one of Dave Chaffey's books such as eMarketing eXcellence or Total E-mail Marketing. 6. These London courses provide each delegate with an Interned-connected PC to explore and apply concepts: • Improving E-marketing Performance • Practical E-CRM • Marketing Research Using the Internet |
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