iGaming CRM

Last week we posted the Intro into Social CRM, covering the effects of working in a social media environment: what they can mean to the business in general and especially to the customer facing operations.

Before we dive to any practical observations, let’s study the situation again: these days players have the ability to convey any kind of messages out in the world wide open web, as instantly as you would decline any jackpot winnings withdrawal (yes, yes – only until “conducting a further security investigation”…). The nature of these messages is mostly personal of course although once getting annoyed or overjoyed with a certain service, customers tend to share their experience with others. They may either LIKE it (no Thomas, not lick… and stop trying, only dogs can reach there!), or otherwise, they may sing about it on YouTube, warn peers on forums, or if needed, open groups on facebook dedicated to people like you. Continue reading →

This blog deals with Online Gambling CRM from its practical and retention marketing aspect: player development. However it has to be kept in mind that CRM is also a buzzword within the IT world (all those guys named Vadim who secretly read your emails, much like Playboy, “for the articles”). Social CRM is a new trend, allowing us to execute our marketing adoptions of some enhanced new technological features. In this post we will not cover any branded software solutions (god forbid – we might actually earn something out of promoting such services!), but focus mainly on the strategic concept of being social. No Thomas, not social like that… and please cover yourself up – you are not a smurf, yet some parts of you are getting blue.

So what is this SCRM all about? The shortest way to explain the differences (we really do know our audience, eh?) between regular CRM and SCRM is by analyzing the approach: while before we focused on “Contact Management”, now we switch to “Community Management”. Big Deal? Indeed. Continue reading →