Master Structure

Hanoi 2008

CRM

May 2008

Master Master Structure of the course

Day 1. Intro – Marketing & CRM intro

Day 2. BI & channels

Day 3. Online strategy

Day 4. Online tools & mobile

Day 5. Tools & Campaign management

Day 6. Team presentations

Master Master Evaluation

Team exercise Present a business case to the class 15 minutes maximum 5 minutes Q&A 10 teams

Master Master Team 1 & 2

Nguyễn Ngọc Anh F 7/10/1982 Industrial and commercial bank of VN 1Phan Thị Thu Hằng F 10/2/1976 Multi Donor Trust fund - Ministry of Finance 1Mai Thị Liên F 9/10/1970 Chinfon Commercial Bank, Hanoi Branch 1Lương Mai Nhung F 12/10/1981 MSA VN Co;Ltd 1Lê Anh Tuấn M 6/5/1982 FPT software coporation. Xuan Thuy 1Trần Thị Hoàng Lan F 17/11/1981Harvey Nash Rep. Office 1Nguyễn Phương Thúy F 29/12/1982Vietnam Chamber of Commerce & Industry 1

Đặng Linh Chi M 20/07/1974 Business Planning Division- HNPT 2Phan Thị Mai Hoa F 12/11/1983 industrial and commercial bank of VN 2Trần Việt Linh M 29/4/1981 Viêtnam Data communication Company 2

Hoàng Thị Thu Phương F 20/08/1981French- Vietnamese Center for Management Education 2

Nguyễn Phúc Tuấn M 13/10/1981 Vietcombank 2Nguyễn Tiến Lợi M 10/8/1972Phuong Bac Electronics JSC 2Nguyễn Văn Tiệm M 4/7/1977Techcombank 2

Master Master Team 3 & 4

Lưu Tiến Cương M 13/4/1978 Military Commercial Joint stock Bank 3Nguyễn Công Hoàn M 26/03/1982 Visco JSC-Hanoi Branch 3Nguyễn Huyền Linh F 19/09/1980 Techcombank 3Trần Hồng Quân M 20/04/1977 Bluescope Building VN Co. Ltd 3Nguyễn Văn Vân M 4/9/1979 Techcombank 3Nguyễn Thị Thùy Minh F 30/06/1978TransViet Promotion Ltd. Co. 3Phạm Thái Hồng Vân F 17/07/1982Pacific Asia Management Group Ltd. Co. 3

Vũ Mạnh Cường M 8/5/1978 ZTE VN Office 4Trần Văn Hoành M 30/04/1980 Bank of Tokyo Mitsubishi UFJ 4Lê Diệu Linh F 12/1/1982 Linton Foundation VN 4Trần Văn Quyền M 16/05/1978 S- Telecom 4Phạm Thị Ngọc Bích F 24/10/1978 VN Urban Environmental Planning Program 4Dương Phú Nam M 10/6/1977Sunway Hotel 4Nguyễn Thị Thanh Vân F 21/01/1981Admaker Company 4

Master Master Team 5 & 6

Vũ Ngọc Diệp F 1/3/1975 United Nation Children's Fund 5Dương Bích Hồng F 21/10/1983 Bank for Foreign Trade of VN 5Trương Quang Luyến M 8/5/1977 Hong Ha stationary joint stock company 5Nguyễn Văn Quyết M 2/10/1979 Prime International VN 5Vũ Thanh Bình M 3/10/1975Asian Trails Ltd. Co. 5Nguyễn Phương Nga F 25/11/1980ORGUT Consulting AB Rep. Office 5Nguyễn Thị Hải Yến F 28/10/1978Centre for promoting SMEs 5

Đỗ Việt Đức M 22/10/1981 VN bank for agricultural and rural development 6Trần Việt Hùng M 11/8/1979 Lingting & urban Equiment Co.Ltd 6Phạm Thị Cẩm Ly F 21/09/1982 Asia commercial Bank 6Tạ Phương Thanh F 25/08/1983 Chinfon Commercial Bank, Hanoi Branch 6Lê Sỹ Dũng M 21/12/1977ZTE Rep. Office 6Nguyễn Thị Nga F 15/01/1982CMS Computer Co. 6

Master Master Team 7 & 8

Đào Việt Dũng M 7/10/1982 VN Airlines Cargo 7Phạm Thị Quỳnh Hương F 16/04/1978 5rt 7Vương Hoài Nam M 27/07/1979 Mizuchi Corporate Bank. Ltd, HN 7Nguyễn Xuân Thanh M 23/12/1980 M.Security Technology Indochina (M Tech) 7Nguyễn Thùy Dương F 4/8/1980WHO in Vietnam 7Trần Thị Lâm Phương F 25/03/1977Vietnam Airlines 7

Nguyễn Minh Dương M 29/11/1983 Vinh Phuc Investment and trading Co;Ltd 8Nguyễn Quốc Huy   23/09/1978   8Phan Thị Thanh Ngân F 3/7/1983 Alcatel-Lucent VN Ltd;Co 8Lê Thị Minh Thảo F 12/2/1972 T&C holding 8Lưu Thu Giang F 16/09/1981HT Mobile 8Đào Toàn Thắng M 1/5/1975FedEx Express Rep. Office 8

Master Master Team 9 & 10

Đặng Thúy Hà F 20/11/1971 Indochina Reseach Ltd; 9Lê Ngọc Huyền F 13/06/1974 Dutch Lady VN 9Phạm Tuấn Ngọc M 26/06/1981 FPT Information System 9Phạm Văn Thuấn M 27/08/1977 Techcombank 9Phùng Duy Hân M 15/12/1979Vietsoftware Co. 9Nguyễn Tất Thắng M 3/10/1977Phuong Bac Trading Ltd. Co. 9

Hà Thanh Hải M 22/12/1976 JSC for Telecoms & Informatics 10Đặng Thị Hương Lan F 2/5/1981 T&A VN 10Lưu Chí Nguyện M 23/10/1977 Kintetsu World Express VN, HN Branch 10Trần Phương Thùy F 17/03/1981 Vinalines shipping Company 10Tô Thanh Hương F 31/12/1979Indovina Bank 10Hoàng Thị Anh Thư F 29/04/1974Bank for Foreign Trade of Vietnam 10

Master Master Companies

Team 1 Airline companyTeam 2 Computer manufacturerTeam 3 HotelTeam 4 Software manufacturerTeam 5 RetailTeam 6 News channelTeam 7 Car rentalTeam 8 BankTeam 9 Car manufacturerTeam 10 Recruitment & temp agency

Master Master Teamwork day 1

Company & Team Define the customer

= Who buys what, why, where and when? (choose only 1 segment)

Define Sales, marketing and service

Define differentiator

You should be able to summarize this to +/- 3 minutes

Master Master Team work day 2

Define your web strategyWhat should your customers be able to do on

your website? Define your online marketing strategy

How are you going to make sure your target comes to your website?

Define your social media strategyHow are you going to listen to your

customers and leverage the relationships online?

Master Master Team work day 3

Define your channel strategy Which channels are you going to use? Think at least

about the following channels, but feel free to add any others:

Call center Sales force Website & mobile Partner POS Offline

And for what are you going to use them: Marketing Sales Service

Master Master Teamwork day 4

Define the data you will need

Master Master Teamwork day 5

ToolsWhich tools will you need in your company?

Change managementHow will you make sure everybody will use

the new systems and tools?