Episode 95 - Marketing 107: Webinar on Customer Relationship Management (CRM) in Marketing

Components and Types of CRM01:26:17

Overview of CRM components (people, process, technology) and types (operational, analytical, and collaborative) with real-world examples of successful companies.

Strategic CRM and Best Practices01:44:25

In-depth look at CRM strategies including segmentation, loyalty programs, and best practices like active listening and solving problems immediately.

Introduction and House Rules00:02:33

Host Diane introduces the webinar, sets house rules for engagement, and provides a recap of previous marketing webinar series conducted by Scale Up Training and Development.

Mentor Introduction and Word Scramble Activity00:07:10

Mentor Abner Ilaw is introduced, followed by an interactive warm-up activity involving a word scramble related to CRM concepts.

Understanding CRM and Learning Objectives00:13:55

The session defines CRM as a business strategy and outlines the 12-part discussion plan, including learning objectives focused on knowledge, skills, and values.

Core CRM Concepts and Objectives00:22:54

Detailed explanation of what CRM is, how it combines marketing, sales, and technology, and its primary objectives: acquiring, retaining, and satisfying customers.

Importance and Benefits of CRM00:42:26

Discussion on why CRM is essential for modern businesses, covering benefits like improved communication, competitive advantage, and increased profitability.

CRM Processes and Customer Journey01:13:19

Explanation of the customer journey stages—from awareness and interest to purchase and advocacy—and the critical role of data in these processes.

Developing a CRM Plan and Conclusion01:54:02

Practical guide on creating a CRM plan, identifying target customers, and closing remarks regarding attendance, certificates, and future webinar schedules.