Driving Success in E-commerce:
Leveraging CRM for Optimal
Customer Engagement
OFFER
Rs 99
- Rs 0
19th October 2024
2 hours (7:00 PM to 9:00 PM)
Prof V Nagendra
About Prof V Nagendra
Professor V Nagendra a great Business Strategist with more than 30 years of experience in Sales and Marketing and Business Development
A Senior Professional with combined experience of more than two and a half decades in the domains of BUSINESS DEVELOPMENT, ACADEMICS, SALES & MARKETING including:
(a) about 18 years of industry experience in senior positions in 5 different companies across diverse sectors such as business projects, consumer retailing, engineering capital goods, automotive components
(b) about 11 years of academic experience in teaching Sales, Marketing and Business Strategy at leading Business Schools – coaching and mentoring Post-Graduate Students
Driving Success in E-commerce: Leveraging CRM for Optimal Customer Engagement
Masterclass Overview: 10 Minutes
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Masterclass Overview:
- This 2-hour masterclass will explore how Customer Relationship Management (CRM) can be used as a strategic vehicle to drive optimal customer engagement in e-commerce businesses. Participants will gain insights into CRM's role in personalized marketing, customer data utilization, omnichannel experience, and the integration of automation and AI. Through real-world case studies and practical examples, attendees will understand how CRM tools and strategies can enhance customer satisfaction, build loyalty, and scale with the growth of e-commerce businesses.
Masterclass Structure20 Minutes
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- 7:00 PM - 7:10 PM: Welcome & Introduction
- Introduction to the masterclass and the importance of CRM in e-commerce. Brief overview of session agenda.
- Opening Case Study: How a Leading E-commerce Brand Transformed Customer Engagement with CRM.
30 Minutes
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- Omnichannel Experience and Key CRM Strategies for E-commerce Omnichannel CRM for Seamless Customer Experience: Integrating online, mobile, and physical channels for unified customer interaction.
Key CRM Strategies:20 Minutes
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- Personalized marketing techniques (tailored offers, personalized emails). Segmentation of customers for better targeting
- Customer journey mapping to understand customer needs at every stage. Interactive Segment: Attendees will identify which stages of the customer journey can benefit most from CRM in their businesses.
CRM Tools and Technologies in E-commerce:20 Minutes
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- Popular CRM Software for E-commerce: A review of leading CRM tools like Salesforce, HubSpot, Zoho, and others.
- Using CRM for Loyalty Programs: Managing and enhancing customer loyalty programs through CRM—rewarding loyal customers, creating value-driven campaigns.
Quick Demo/Overview:
- Walkthrough of a popular CRM tool used for loyalty program management.
Performance Metrics & Scalability:15 Minutes
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KPIs to Track in CRM for E-commerce:
- Customer Lifetime Value (CLV)
- Customer Satisfaction Scores (CSAT)
- Net Promoter Score (NPS)
- Engagement metrics (open rates, click-through rates).
Scalability of CRM Systems:
- How CRM adapts to the growing needs of e-commerce businesses, from SMEs to large-scale operations.
Final Case Study & Discussion:20 Minutes
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Case Study:
- A successful SME’s journey from manual customer management to an advanced CRM platform and the impact on sales and customer retention.
Case Study:
- Key takeaways from the case study. Participants share thoughts on how CRM can be used in their businesses.
Q&A and Closing Remarks:5 Minutes
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- Open floor for questions and answers.
- Summarizing the key learnings from the session.
- Encouraging participants to explore CRM implementation in their own e-commerce strateg
Outcome:
- By the end of the masterclass, participants will understand how CRM can be effectively used to enhance customer engagement, optimize loyalty programs, and scale with business growth in the e-commerce space.
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