Fundamentals of CRM for Online Gaming and Betting

Starts on:
November 26, 2024
Live online course
Multiple Resources
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Shanta Segabon
Shanta Segabon
€ 499.00 EUR
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About the Course

By addressing these macro problems, an iGaming CRM workshop would equip participants with the knowledge and tools needed to optimize their CRM strategies, improve player retention and satisfaction, and ultimately drive sustainable growth and profitability in the highly competitive iGaming industry.

Failure to effectively manage the entire player lifecycle and having a single user view from acquisition to retention and reactivation can result in lost revenue opportunities.

The oversight of Player Engagement as a precursor to player retention

Neglecting to see the product UX as a vital touch point in the player's lifecycle

Course Content

Day 1: Introduction and Core Concepts

Module 1: Introduction to CRM in Online Gaming and Betting

Overview of CRM:

Definition and importance of CRM.

Evolution of CRM in the online gaming and betting industry.

Key Objectives of CRM:

Customer acquisition: Strategies to attract new customers.

Customer retention: Techniques to keep customers engaged.

Customer satisfaction and loyalty: Building long-term relationships.

CRM Software and Tools:

Overview of popular CRM platforms (e.g., Salesforce, HubSpot, Solitics, D-engage).

Features and functionalities specific to gaming and betting.

Module 2: Bonus Strategy

Understanding Bonuses:

Types of bonuses: Welcome bonuses, reload bonuses, free bets, no deposit bonuses, loyalty

bonuses, and VIP rewards.

Objectives of offering bonuses: Customer acquisition, retention, and reactivation.

Designing Effective Bonus Programs:

Aligning bonuses with business goals: Maximizing ROI.

Targeting the right audience: Segmentation and personalization.

Best practices for bonus terms and conditions: Ensuring clarity and compliance.

Bonus Management:

Tracking and managing bonus redemptions: Tools and techniques.

Analysing the effectiveness of bonus programs: Metrics and KPIs.

Compliance and Responsible Gaming:

Ensuring bonuses comply with regulations: Local and international laws.

Promoting responsible gaming through bonuses: Ethical considerations.

Day 2: Advanced Strategies and Practical Applications

Module 3: Omnichannel Communications

Introduction to Omnichannel Strategy:

Definition and benefits: Enhanced customer experience and increased engagement.

Difference between omnichannel and multichannel: Integrated vs. siloed approaches.

Building an Omnichannel Communication Strategy:

Integrating various communication channels: Email, SMS, social media, push notifications, live chat,

and phone support.

Creating a seamless customer experience: Consistency across channels.

Personalization and Segmentation:

Using customer data for personalized communication: Behavioural and transactional data.

Segmenting customers for targeted messaging: Demographics, preferences, and gaming habits.

Tools and Technologies:

CRM systems supporting omnichannel communications: Key features.

Automation tools for efficient communication: Workflow automation and AI.

Module 4: Promotions and Campaign Management

Types of Promotions:

Seasonal promotions: Holiday-themed offers and events.

Event-based promotions: Major sports events, tournaments, and anniversaries.

Loyalty programs: Points-based systems and tiered rewards.

Designing Successful Campaigns:

Setting clear objectives and KPIs: SMART goals (Specific, Measurable, Achievable, Relevant,


Planning and executing campaigns: Timelines, budgets, and resource allocation.

Campaign Lifecycle Management:

Launch: Initial promotion and customer outreach.

Monitoring: Realtime tracking and performance analysis.

Optimization: Adjusting strategies based on feedback and performance data.

Post-campaign analysis: Evaluating success and identifying areas for improvement.

Legal and Ethical Considerations:

Ensuring promotions comply with local laws and regulations: Advertising standards and consumer

protection laws.

Ethical considerations in promotional activities: Transparency and fairness.

Module 5: Campaign Analysis and KPI Management

Key Performance Indicators (KPIs):

Essential KPIs for CRM in gaming and betting: Customer lifetime value (CLV), retention rate, churn

rate, and average revenue per user (ARPU).

Additional KPIs: Net promoter score (NPS), engagement metrics, and campaign-specific metrics.

Data Collection and Analysis:

Gathering data from various sources: CRM systems, analytics platforms, and customer feedback.

Analysing customer behaviour and campaign performance: Techniques and tools (e.g., Google

Analytics, Tableau).

Reporting and Dashboarding:

Creating reports and dashboards for tracking KPIs: Visualization tools and best practices.

Tools for real-time monitoring and analysis: Custom dashboards and automated reports.

Optimizing CRM Strategies:

Using data insights to improve CRM strategies: Identifying trends and opportunities.

Continuous improvement through feedback loops: Implementing changes and measuring impact.

Day 3: Hands-on Workshops and Final Assessment

Module 6: Practical Workshops and Case Studies

Hands-on Workshops:

Real-world scenarios and problem-solving exercises: Simulating CRM challenges and solutions.

Practical use of CRM tools and platforms: Guided tutorials and practice sessions.

Group activities: Collaborating on CRM strategy development and execution.

Case Studies:

Analysis of successful CRM strategies in the industry: Best practices and lessons learned.

Lessons learned from failed CRM initiatives: Common pitfalls and how to avoid them.

Module 7: Final Project and Assessment

Final Project:

Develop a comprehensive CRM strategy for a hypothetical online gaming or betting company:

Incorporating elements from all modules.


Written exam covering key concepts and practical knowledge: Testing understanding of theoretical

and practical aspects.

Peer review and feedback: Constructive critique of final projects and presentations.

Course Delivery


In-person or online sessions with a mix of lectures, interactive discussions, and practical workshops.


2 to 3 days, intensive schedule.


Access to CRM software for hands-on practice.

Reading materials, case studies, and industry reports.

What Is Included?

  • Onboarding welcome pack containing: A pre-course questionnaire (to understand your expectations), The latest course syllabus, Joining instructions and The pre-course material
  • Full comprehensive live and interactive course
  • Opportunity to network and interact with your peers
  • Question and answers opportunity after each module
  • Course materials
  • Certificate of Course Completion
  • Post course feedback
  • Free post course private 20 minute 1-on-1 follow up session with the coach
  • CPD Accreditation Certificate