CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Like a finely tuned engine, a well orchestrated CRM program can deliver stellar results in both the short and long term. In addition to getting the basics right, it is important to make an emotional connection with your customer by showing them that you understand them and their needs. This can significantly help to reduce customer churn and increase their Life Time Value (LTV). It also creates a win-win situation for your business and your customers. We firmly believe in the role of digital in the customer journey but also have a thorough understanding of the impact of cross-channel initiatives via other channels such as Direct Mail & Mobile.
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We offer you a complimentary evaluation of your current CRM efforts to better identify how we can help your business. Post-evaluation, our client engagements range from a complete overhaul of their CRM landscape to a deep-dive into specific areas such as Email.
Email is almost always the most valuable player in the digital marketing mix because it allows you to engage with your customer on an ongoing basis in a cost-effective way and works in tandem with other channels.
Promotional emails are the cornerstone of any email program. Many businesses have replaced generic batch & blast campaigns with 1:1 personalized emails giving customers what they want, when they want it. This requires the effective use of preference centers, predictive models and much more. Iterative multi-variate (A/B) testing and optimization are also a necessity to elevate an email program & drive incremental ROI.
It is important to have a conversation with your audience & nurture them throughout their lifecycle with your business. Examples of these journeys include Welcome, Post-Purchase & Reactivation Programs.
Highly effective marketers clearly carve out these customer and prospect journeys to ensure that they are maximizing every opportunity to engage with them and increase their Life Time Value (LTV).
We define Triggered Emails as any campaign that is tied in to an action taken by your shopper. Examples include placing an order, contacting customer service etc. For most businesses this is either a “behind-the-scenes” email campaign or an after-thought. The reality is that these emails tend to have significantly higher engagement than Marketing emails due to their high degree of relevancy for the customer. Savvy marketers are aware of this and maximize these touch points and interactions.
Leverage paid media ads to connect with your lapsed customers. This is especially useful when customers become unresponsive to your email efforts or worse still opt-out from your mailing list. Some media platforms such Facebook have such a large audience that the average match rates frequently exceed 50%. This means that you can typically find more than half of your customer list on Facebook.