Customer Intelligence and Analytics for Omni-Channel

Overview

Marketing departments have moved to a more customer-centric way of engaging customers. The organization of the marketing department has shifted from purely a brand, product or channel focus to a stronger role of being the faithful steward of the customer relationship.

Marketers have finally recognized the importance and power of shaping customer interactions and the necessity of creating value for their customers. To meet this challenge, marketers require a better understanding of customer interactions.

Syllabus

• Introduction to Customer Intelligence
Overview of Customer-Centric Marketing
The Role of Customer Intelligence in Marketing
• Understanding Omni-Channel Marketing
Definition and Importance
Integrating Channels for Unified Customer Experience
• Data-Driven Customer Insights
Collecting and Analyzing Customer Data
Tools for Customer Analytics
• Customer Segmentation and Targeting
Identifying Key Customer Segments
Personalization Strategies
• Customer Journey Mapping
Mapping Customer Touchpoints
Optimizing the Customer Experience Across Channels
• Predictive Analytics in Marketing
Introduction to Predictive Models
Applications for Anticipating Customer Behavior
• Engagement and Interaction Strategies
Crafting Personalized Customer Experiences
Building Long-term Customer Relationships
• Measuring Customer Lifetime Value
Understanding and Calculating CLV
Strategies for Increasing Customer Value
• Ethical Considerations in Customer Intelligence
Data Privacy and Security
Ethical Use of AI in Marketing
• Case Studies and Applications
Real-World Examples of Successful Omni-Channel Marketing
Lessons Learned from Industry Leaders
• Final Project and Presentation
Developing a Customer Intelligence Strategy for a Business
Demonstrating Omni-Channel Integration and Insights

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Taught by

Dr. Tony Branda, M.B.A, PhD

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Subjects

Business