CRM Master Class

In the current difficult economic climate, effective Customer Relationship Management is more important than ever before. Most people associate CRM with their database but nothing could be further from the truth. CRM is an all-encompassing philosophy about how to make more money. This master class will help you understand that philosophy and give you guidance in using CRM effectively so that you can improve your relationships with your "customers" (i.e. donors, supporters, members, volunteers, etc.), make more money for your organisation and be more effective in achieving your organisation's mission.

In this full-day conference Doctor Peter Flory will explain what traditional CRM really is, the principles underlying it and how it differs when applied to the third sector (charities, membership organisations, arts and culture organisations, educational organisations, the list goes on) and, Yes, it is different!. He describes CRM strategies, different ways of looking at CRM, what a complete CRM solution should contain and answers such questions as; "Who is the customer?" , "Is there such a thing as a CRM system?" and "Isn't it just an IT thing?"

Special guest speakers Peter Maple (London South Bank University) and John Sauvé-Rodd (Datapreneurs) will present sessions on Collaborative CRM and Analytical CRM (and if you don't know what they are, then all the more reason to come along and find out!).

Date: 29th November 2011.

Location: Grand Connaught Rooms, London.

Cost: £99 for not for profit organisations and £149 for commercial organisations (and NO VAT!)

Places are limited so book now

Programme
  • 9:00 to 9:30 Registration
  • 9:30 to 10:30 Traditional CRM - Strategy, principles and structure
  • 10:30 to 11:00 Tea/Coffee
  • 11:00 to 12:00 NfP CRM - Who is the customer? Various ways of looking at it
  • 12:00 to 13:00 Collaborative CRM with special guest Peter Maple
  • 13:00 to 14:00 Lunch
  • 14:00 to 15:00 Operational CRM
  • 15:00 to 15:30 Tea/Coffee
  • 15:30 to 16:30 Analytical CRM with special guest John Sauvé-Rodd
  • 16:30 to 17:00 Round-up
  • 17:00 Close

"The big benefit of CRM is the visibility of everything relating to customers going on in your company. If you want to provide a better service to your customer, you have to be able to manage everything from complaints to sales opportunities."

Roger Cole, CRM consultant at reseller CPiO