Applications of Effective Customer Management

Seventy-five percent of marketers are planning to reorganize in the coming year. Are you prepared for the shifts that are going to occur in marketing technology?

Understanding how organizations relate to CRM and the different approaches used in managing data will enable you to better listen and respond to your customers across various touchpoints. In this course, Dr. Don Hinman walks you through the best ways to collect and treat data at an organizational level, enabling the organization to become truly omnichannel, think holistically about the customer experience, and connect to and use customer data so that your messaging is contextually relevant to the customer’s moment of truth.

This course is part of a six-part series on Using Data to Know Your Customer: CRM & Attribution and can be taken either as a stand-alone course or as a part of the series.  Powered by Marist.

Learning Experience

This is a video-based, lecture format course with no interactivity. It provides real-world, practitioner-led learning. Active course participation is minimal and includes assessments, but no knowledge checks, activities, or resources/tools.

Who is this Course For?

Junior, middle, and senior marketer levels – all those interested in applications of effective customer management.

Course Outline

Lesson 1: How the Organization Relates to 

• Thinking holistically – the omnichannel evolution
• The 5 components of an effective DDM organization
• Organizational job functions and their impact on CRM
• Data governance & data security – what customers expect

Lesson 2: Social Media Marketing

• The importance of listening to social media
• The social media landscape

Lesson 3: The Internet of Things (IoT)

• The IoT landscape
• IoT concerns
• IoT marketing opportunities

Estimated Length of Completion

Approximately 60 minutes. This timing reflects basic run time, but seat time varies by user and could be significantly longer.

Download the full benefits here