This comprehensive 2-Day CRM & Retention and Marketing Automation Training Program, designed specifically for CRM, marketing, and brand professionals. In today's highly competitive market, understanding and leveraging customer relationship management (CRM) and marketing automation are critical for sustaining growth and achieving long-term success in increasing the customer retention and customer lifetime value. 

This training is crafted to equip you with the knowledge and skills needed to develop personalised customer experiences, enhance retention rates, and implement sophisticated marketing automation strategies. Over the next two days, you will gain a deep understanding of CRM fundamentals, learn to build customer-centric strategies, and explore the fundamentals of marketing automation. The course will guide you through setting up and optimizing automation workflows, integrating CRM systems, and analyzing campaign performance. 

Our hands-on workshop and real-world case studies will ensure that you can directly apply these techniques to your professional environment, driving greater efficiency and customer satisfaction. 

1. Welcome and Introductions (9:00 AM - 9:30 AM)

Introduction to the course

Overview of the agenda

Participant introductions and expectations

2. Understanding CRM and Customer Retention (9:30 AM - 10:30 AM)

Definition and importance of CRM

The role of customer retention in business growth

Key metrics and KPIs for measuring CRM success

3. Building a Customer-Centric Strategy (10:30 AM - 11:30 AM)

Identifying and understanding customer needs and behaviors

Developing customer personas and segmentation

Creating value propositions that resonate with customers

4. Break (11:30 AM - 11:45 AM)

5. Personalization and Customer Experience (11:45 AM - 12:30 PM)

The importance of personalized experiences

Techniques for personalizing customer interactions

Case studies of successful personalization strategies

Lunch Break: 12:30 PM - 1:30 PM

6. Introduction to Marketing Automation (1:30 PM - 2:30 PM)

What is marketing automation?

Benefits of marketing automation for CRM and retention

Overview of popular marketing automation flows

7. Setting Up Marketing Automation (2:30 PM - 3:30 PM)

Key components of a marketing automation system

Best practices for setting up automation workflows

Examples of effective automation campaigns

8. Break (3:30 PM - 3:45 PM)

9. Integration of CRM with Marketing Automation (3:45 PM - 4:45 PM)

How to integrate CRM systems with marketing automation tools

Ensuring data consistency and accuracy

Maximizing the synergy between CRM and marketing automation AND tech teams

10. Q&A and Wrap-Up (4:45 PM - 5:00 PM)

Open floor for questions

Summary of the day

1. Advanced Segmentation and Targeting (9:00 AM - 10:00 AM)

Deep dive into customer segmentation techniques

Using data analytics to refine targeting

Dynamic segmentation and real-time personalization

2. Multi-Channel Marketing Automation (10:00 AM - 11:00 AM)

Orchestrating multi-channel campaigns (email, in-app messaging, whatsapp, SMS, etc.)

Ensuring consistency and cohesion across channels Tools and techniques for multi-channel automation

3. Break (11:00 AM - 11:15 AM)

4. Lifecycle Marketing and Customer Journeys (11:15 AM - 12:30 PM)

Mapping out customer journeys

Creating lifecycle marketing campaigns

Automating customer journey touchpoints

Lunch Break: 12:30 PM - 1:30 PM

5. Hands-On Workshop: Building an Automation Workflow (1:30 PM - 3:00 PM)

Participants work in groups to design and set up an automation workflow

Use case scenarios provided for practice

Review and feedback on workflows

6. Break (3:00 PM - 3:15 PM)

7. Analyzing and Optimizing Campaign Performance (3:15 PM - 4:15 PM)

Key metrics for assessing automation effectiveness

Techniques for A/B testing and optimization

Continuous improvement strategies

8. Future Trends in CRM and Marketing Automation (4:15 PM - 4:45 PM)

Emerging technologies and trends

The impact of AI and machine learning on CRM Preparing for the future of marketing automation

9. Q&A and Closing Remarks (4:45 PM - 5:00 PM)

Open floor for final questions

Course summary and key takeaways

Feedback collection

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