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Retail Excellence Seminar Series – “CRM and Loyalty Workshop: Building Customer Lifetime Relationships”

March 15, 2016 @ 1:00 pm - 5:00 pm

REGISTRATION FORM LINK:

March 15 Seminar Registration Form

TITLE:

“CRM and Loyalty Workshop: Building Customer Lifetime Relationships”

DATE:

March 15, 2016 (Tuesday)

TIME:

1:00-6:00pm (Registration starts at 12:00pm)

VENUE:

Nostalg 1&2 Oakwood Premier Joy Nostalg Center Manila, Pasig City

OBJECTIVE:

Provide the knowledge and tools to achieve a crm-driven customer loyalty program.

DESIRED OUTPUT:

CRM and Loyalty Program Guideline TO ACHIEVE AN IMPROVE CUSTOMER RETENTION LEVEL.

WORKSHOP FRAMEWORK:

BRAND PROMISE: CARING (Other existing brand propositions to be inputted during the workshop).

CUSTOMER RELATIONSHIP JOURNEY: CONTACT, LEAD, ACQUISITION, CONVERSION, RETENTION, ADVOCACY

BUILDING LIFETIME RELATIONSHIPS:

To gain high customer satisfaction and customer advocacy, the involvement of employees, communications, and services must aligned to customer needs resulting to a clear brand message and the ultimate brand experience. Touch points have to be crucially defined with the most engaging and positive interactions with the customer.

TOPIC 1 – Understanding CRM and Loyalty 

Coverage:

1. Opening:
a. Welcome
– Introduction
– Goals of the session
– Logistics
b. CRM Defined
c. Customer Database
d. CRM Integration in company operations
e. Knowing your customers
f. Customer data sources
g. Customer life cycle
h. Customer Journey – Touch Points
i. Purchase behavior
j. Feedback data
k. CRM Metrics and Analytics
l. Aligning social engagement with CRM

2. Output

a. Aligning customer experience with brand positioning, values, promise
b. CRM Stages: lead, recruitment, retention, advocacy
c. Customer Journey Map: Touch Points with company from lead to recruitment stage
d. KPI development

3. Tools

a. Customer life cycle
b. Customer life stages
c. Customer journey mapping
d. CRM stages identification
e. Social CRM tools

Break: 10 minutes

TOPIC 2 – CRM and Loyalty Planning with Case Study 

Coverage:

a. Designing a CRM Program

Output:

a. Case Study

b. CRM and Program Loyalty Design

Tools:

a. CRM and Loyalty Plan Guideline

Break: 10 minutes

TOPIC 3 – Case Presentation

Coverage:

a. CRM and Loyalty Plan for a Case Study

Output:

a. Presentation of the Plan

Tools:

a. Case Study and Plan Guideline/Template

TRAINING METHODS:

  1. Lecture on Theories and Concepts
  2. Customer Journey Mapping
  3. Case Studies Sharing

WHO SHOULD ATTEND:

CEO’s, CMO’s, Vice Presidents, Sales and Marketing Heads, Brand Managers, Product Managers, Marketing Managers.

LEARN FROM EXPERT:

Ms. Yayu

Ms. Yayu Javier (President&COO, Avanza, Inc. / Immediate Past President, Philippine Marketing Association)

logo low res

PROFILE:

President and Chief Operating Officer and Board of Director of Avanza, Inc. Acquired more than 18 years experience in loyalty and customer relationship marketing. MBA graduate of Ateneo de Manila University. Acquired incentive and loyalty training from Maritz, Inc., a leading loyalty and global company based in U.S. Awarded Maritz President’s Honor Roll in 2008. Extensive exposure in various industries such a retail, consumer goods, banking, and institutional products and recently into the e-commerce business with companies like Pfizer, BDO, Metrobank, Security Bank, Globe Corporate, Roche, RCBC, Unilever, Shell, Unilab, Coke, PLDT, Mayalan Insurance, PAMI and many others. Regional exposure in delpoying programs in fourteen countries in Asia Pacific through Avanza’s strategic alliance with Maritz, Inc. Work experience covered advertising, call center operations, IT design and development, reward fulfillment, events, and research. Prior in joining Avanza, worked as an advertising executive in the Philippines for fourteen years and Brunei for 3 years, variously on both the Agency such as Saatchi & Saatchi Philippines and the Client side of the business with a Singaporean Wholesale & Retail Food Company (Benfoods Sdn. Bhd.)

Established as an expert in LOYALTY, has been invited as resource speaker in the Philippine Marketing Association National Marketing Conference, Bank Marketing Association, Digital Club, Marketing Association of the Philippines, Loyalty Conferences, and many others.

In 2012, Avanza won its entry for BDO in the International Category for Loyalty Innovation for Financial Services of Colloquy Awards, which was the first winning entry in Asia. Colloquy is an international organization that gives the only loyalty industry awards whose winners are chosen by the loyalty industry practitioners worldwide.

In 2015, Avanza won at the Philippine Advertising National Association’s PANATA Gold Winner for Marketing Effectiveness Winner for Internal Programs.

REGISTRATION FEE:

EARLY BIRD RATE

(if paid on/or before

March 11, 2016)

REGULAR RATE

(If paid on

March 14, 2016)

PRA Members Php 1650 Php 1850
Non-PRA Members Php 2650 Php 2850
*Minimum of 3 = less 5%

For more details, contact us at 6874181 or email at specialprojects@philretailers.com/ncm_philretailers@yahoo.com and look for Ivan or Norie.

Details

Date:
March 15, 2016
Time:
1:00 pm - 5:00 pm
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