Customer relationship management, or CRM for short, is a simple idea. Get to know your potential customers and use that knowledge to strengthen your relationship with them. Use that stronger relationship to sell them your products or services. And then sell them more.

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Marketing for managers
This video is part of course module number 8.3.3
Program 8: Managing Customers and Clients
Course 3: Marketing for Managers
Section 3: Marketing Mix

Other videos in this section include:
What is Marketing Mix – The 4Ps? https://youtu.be/gsp72V0W8Uw
Marketing Mix: Product – What is Product Marketing? https://youtu.be/uBFcQByXn9Y
Marketing Mix: Pricing and Pricing Strategy https://youtu.be/0U9NhG4I0uw
Marketing mix: Place https://youtu.be/DVaYT7zU7rE
Marketing Mix: What is Promotion? https://youtu.be/n552xtFOV2Q
Marketing Mix: What is Positioning? https://youtu.be/4_wIDOKJS2Q
What is Marketing Channel Mix? https://youtu.be/pH6Zjrd3IB4
What is Public Relations (PR)? https://youtu.be/2Nc2gDAaxzY
Guy Kawasaki: What is Enchantment? https://youtu.be/8exdRE6gp8k
Seth Godin: What are tribes? https://youtu.be/INKI-FRUNcA

LESSON NOTES
Customer relationship management (CRM) is the process of managing an organization's relationships and interactions with its current and potential customers. By improving your knowledge about them, you can better target marketing, offers, promotions, and sales messages. This means more sales and more profits.

Non-profit and government organizations use CRM as a means to improve the services they provide to their customers and service users.

Current CRM systems draw information from:
– the organization's marketing, sales and customer service records.
– online databases held by companies such as social media platforms.
– purchased data

A CRM system is a software tool that helps, for example, to:
• Contact management
• Customer information
• Sales management
• Marketing Automation
• Customer service

How to manage customer relationships
1. Set up a system
2. Collect data
3. Build culture
4. Identify and communicate with prospects
5. Improve your products and services

RECOMMENDED EXERCISE
Does your organization have a CRM system? If so…
1. What tools do you use? (1 MC CPD point)
2. What other abilities does he have? (1 MC CPD Points)
3. How would you rate the culture within your organization, regarding the use of CRM? (2 MC CPD points)

DOWNLOADS
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Paid resources
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RECOMMENDED READING
Very quick overview
Marketing: A Very Brief Introduction https://geni.us/ozSJF
Good general overview
Kotler on Marketing https://geni.us/JNeVHy
Positioning: The Battle for Your Mind https://geni.us/kGj4KCA
The 22 Immutable Laws of Marketing https://geni.us/RVU1
Marketing for Dummies https://geni.us/sZXAw
Marketing for Small Business
The One Page Marketing Plan https://geni.us/Xb4wBk
For a textbook, you can't go wrong with Kotler's name on it!
Marketing: An Introduction https://geni.us/q4gzVOw
Principles of Marketing https://geni.us/gsFeMT5
Marketing Management https://geni.us/i3FO

️ Links to our book recommendations are affiliated through Amazon

Managers need a basic set of materials to do their jobs well. Here are my top recommendations: https://kit.co/MikeClayton/manager-s-work-kit (links are affiliate)

MANAGEMENT COURSES CONTINUING PROFESSIONAL DEVELOPMENT (CPD) POINTS
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#Marketing #Management courses #CRM

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