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CRM 2.0 - Successful CRM in a Connected World

The Chartered Institute of Marketing

Summary

Price
£1,705 inc VAT
Finance options

Prices:

CIM Members

Residential (includes food and accommodation): £1868.00

Non-residential:...

Study method
Onsite
Duration
3 days
Qualification
No formal qualification
Additional info
  • Tutor is available to students

Overview

The emphasis of traditional CRM was on systems, processes, databases and outbound marketing. Now, in an increasingly connected – ‘social’ – and technology-driven world, customers are finally in control and are having conversations about brands, products, services, issues and organisations. This has huge implications for all organisations, and this workshop has been designed to help you design and implement a new and relevant approach to CRM that will help you actively engage with customers/clients and develop mutually beneficial long-term relationships.

Description

Learning outcomes

  • Assess your current CRM efforts.
  • Bring about a cultural shift from CRM to CRM 2.0 or ‘Social CRM’.
  • Customer Managed Relationships (CMR) - putting customers in control.
  • Segment your customers and use concepts such as ‘self-segmentation’.
  • Develop an attractive and integrated ‘omni-channel’ value proposition and strategy.
  • Build a business case for CRM investment and calculating ROI.
  • Best practice handling of complaints, failures and negative publicity.
  • Leverage digital marketing tools and techniques, especially social media.
  • Assess the various CRM 2.0 technologies/solutions available.
  • Maximise the chances of success of rollout and avoid pitfalls.
  • Measure the success of your CRM 2.0 implementation utilising appropriate metrics.

Course Director

Tony Rowe began his CRM journey in the era of Act! Goldmine and Maximizer as ‘DOS’ based products aimed squarely at the SME sector in the late ‘80s and early ‘90s, and he’s been involved in the industry ever since. His latest project involves a start-up which has developed a cloud-based (SAAS) CRM/Enterprise solution. Over the years, Tony has helped lots of organisations maximise the ROI on their CRM by simply focusing on ‘what’s in it for the customer?’

Who is this course for?

This programme is suited to managers whose responsibilities include customer relationship and/or experience management, which may or may not currently be underpinned by the utilisation of dedicated technology and digital marketing tools and techniques. It may also be of interest where significant historical investment in CRM is failing to deliver the anticipated benefits, or where significant future CRM investment is planned.

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

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An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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Similar subjects: CRM, Marketing