This four-day CRM course provides a high-level overview of optimal customer interaction strategies and tools. Participants will explore customer-centric principles, innovative marketing initiatives for customer acquisition, and effective techniques to drive growth and loyalty. The course also covers essential technologies and organizational methods to streamline processes, all delivered through a mix of theoretical insights, practical workshops, and real-world case studies.

Day 1 – Customer Centricity and Customer Journey-Based Communication

• Customer Centricity: Principles and importance of aligning business strategies with customer needs and preferences.
• Introduction to Omnichannel Interaction: Creating cohesive messaging across multiple touchpoints to enhance engagement.
• User Experience & Customer Journeys: Designing intuitive interactions and mapping customer touchpoints for seamless experiences.
• Customer Journey-Based Communication: Adapting content and messaging to match customer expectations and challenges.

Day 2 – Initiatives to Acquire New Customers and Supporting Marketing Initiatives

• Introduction to Customer Acquisition: Strategies and metrics for successful customer acquisition.
• Sample Use Cases: Effective tactics and strategies from different sectors.
• Content & SEM: How to drive organic traffic to support your customer acquisition strategy
• Website Functionalities: Leveraging website initiatives to increase conversions
• Paid Media: How to effectively utilize paid channels to maximize reach and conversions

Day 3 – Customer Growth and Driving Loyalty

• Introduction to Customer Development: Essentials of customer development and refining products/services.
• Value-Based Segmentation: Methods to categorize customers based on their economic value and strategies for tailoring marketing efforts to maximize ROI.
• Customer Loyalty: Strategies for driving loyalty through personalized engagement and reward programs.
• Automated & Customer Development Campaigns: Designing and optimizing automated campaigns.

Day 4 – Supporting Technologies and Organizational Transformation

• System Introduction: Overview of martech modules, components, and systems available.
• Demos: Practical demonstrations of leading MA & personalization technology systems.
• Way of Working Dimensions: Modern team-based organization methods.
• Way of Working Toolbox: Hands-on methods to improve performance and collaboration.
• Scaling Way of Working: Strategies for scaling a team-based approach with case descriptions from previous implementations.

Who this course is for:

This course is designed for a diverse range of professionals looking to enhance their expertise in Customer Relationship Management. Ideal participants include:

• Marketing Managers or Strategists
• Performance Marketers
• Project Managers
• Business Developers
• Customer Experience Managers
• CRM Managers
• E-Com Managers

Whether you are new to CRM or seeking to refine your existing knowledge, this course will equip you with the skills and insights needed to excel in managing customer relationships.

The price for the course depends on if you are a Swedma member. 21 900 for Swedma members and 24 900 for non-Swedma members (+ you will have the possibility to take the ‘Privacy Basic’ course for free, which normally is only free for members)