30th Jan 2026 (Other dates available) Online
Digital CRM Course: Build better relationships with your customers
Are you looking to learn how to transform the way you connect with your customers and fellow team members?
Then our Digital CRM masterclass will be perfect for your needs.
With the guidance of our expert tutors, you’ll expand your knowledge beyond the basics, becoming a pro in no time.
How will this course help you succeed?
Harness customer data to create personalised, high-impact campaigns
Build strategic CRM programmes using automation and ESP tools
Master behavioural targeting and marketing automation fundamentals
Map customer journeys and create campaigns with smart testing tactics
Introduction to Digital CRM Masterclass
You can expect the DMA’s Digital CRM masterclass to cover everything from the benefits of a well-integrated CRM system to understanding ROI and attribution modelling. Once you’ve completed your virtual classroom session, you’ll be ready to apply all your newly learnt knowledge and understanding to building or enhancing a CRM that is well-matched to your objectives and needs.
What will I learn?
Here is a detailed breakdown of what the DMA Digital CRM Masterclass will cover:
The 5 core elements of an effective eCRM strategy
Prioritising the customer: understanding who you’re communicating with and why
Choosing the right eCRM agencies and suppliers
4 steps to selecting the right platform for your needs
Key features of ESPs and marketing automation platforms you should utilise
Overcoming barriers to successful eCRM implementation
Creating a customer contact strategy and mapping the CRM customer journey
Selecting the appropriate channels for your eCRM strategy
Managing and auditing your data
Using segmentation, dynamic content, real-time communication, and AI to tailor campaigns
Best practices for data audits and customer insights
Planning successful campaigns and applying rigorous testing strategies
Understanding the technical side of email marketing and improving deliverability
Defining the right CRM metrics for your business
Analysing campaign results and trends through post-campaign analysis
ROI and attribution modelling
Why Choose the DMA Digital CRM Masterclass?
Learn from leaders: Expect guidance from CRM industry experts with extensive experience
Hands-on approach: Learn by doing, not just listening, with practical exercises
Strategic focus: Craft CRM strategies that can align with your business goals to drive results
One step ahead: Get expert advice to help elevate your career and future business growth
Recognised certification: Earn 7 CPD credits and a prestigious certificate from DMA
Tutors
Komal Helyer
Managing Director, Profusion
Komal is the award-winning Managing Director of Profusion CRM and Chair of the DMA Email Council.Komal is the award-winning Managing Director of Profusion CRM and Chair of the DMA Email Council.
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