Masterclass - CRM and Gamification

1. Self Introduction and overview of experience within iGaming

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2. Overview of CRM:

● Definition and importance of CRM.

● Evolution of CRM in the online gaming and betting industry.

● How CRM has evolved from heavily incentivising players to engaging

players as precursor to retaining players.

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3. Key Objectives of CRM:

● Customer acquisition: Strategies to attract new customers.

● Customer retention: Techniques to keep customers engaged - product

specific.

● How does player behaviour differ by product?

● The role of a sound bonus strategy in CRM.

● The funnel approach to segmenting players by lifecycle stage.

● The importance of testing in an ever-changing environment

● Customer satisfaction and loyalty: Building long-term relationships

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4. CRM Software and Tools:

● Overview of popular CRM platforms (e.g., Salesforce, HubSpot, Solitics,

D-engage and Optimove).

● Bonus features and functionalities specific to gaming and betting.

● How does an omni-channel communication approach boost player

retention?

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