Bonuses go out, retention does not move, nobody calculates incremental
Track · 8–10 hoursCRM managers, retention and VIP specialists
Learning CRM and Retention
From the player lifecycle to measuring incremental effect. So a bonus is measured by its effect, not by the amount issued.
What usually hurts
Segmentation is built on intuition rather than behaviour
Two reports define an active player differently
What the employee can do after the track
A list of actions, not of topics. This is what certification is built on.
- 01Distinguishes bonus issued, used, converted and actual cost
- 02Calculates Bonus-to-GGR and Bonus ROI through Incremental NGR
- 03Reads D1 / D7 / D14 / D30 / M2 / M3 against one definition of an active player
- 04Builds behavioural segments and calculates second-deposit conversion and repeat-depositor rate
- 05Designs a CRM scenario around a lifecycle stage rather than a calendar
- 06Evaluates VIP mechanics through retention cost, not through turnover
Course sequence
Where this lives in the platform
Where the bonus system shows issued, used, converted and wagering status — and why "bonus amount" in a report can mean four different things.
Track materials
- 01Player lifecycle map
- 02Metrics catalogue
- 03Metric formulas
- 04Bonus calculator
- 05Cohort report
- 06Practical cases
Certification level
Available after the track. The exact scope is fixed in the proposal.
L1+ higher levels by agreement
Adjacent tracks
Questions about this track
How is this different from a general CRM course?+
There are no generic CRM practices here. There is iGaming bonus economics: how an issued bonus differs from its real cost, how Bonus ROI is calculated, and how to measure a campaign’s incremental effect.
Is SQL or analytics tooling required?+
No. All calculations sit at the level of formulas and existing reports. The track is about reading numbers and making decisions, not about extracting them from a database.
Retention is one person’s job here. Is it worth it?+
Yes, but there is even more sense in giving the Marketing / Affiliate track in parallel to whoever brings the traffic. Retention cannot be fixed separately from source quality.
Do we cover VIP mechanics?+
Yes, VIP is a dedicated block: segmentation, retention cost, and why a VIP player’s turnover is not the same as their value.
Request a proposal for the CRM / Retention track
Twenty minutes of conversation and you get the programme scope, volume and price for your team.