CRM & Customer Loyalty
Our definition of Customer Relationship Management? An organization wide approach of relationship management focused at delivering added value to clients. However, in this perspective the word ‘clients’ is already too narrow, this could as well be participants, stakeholders, patients, inhabitants, members, fans, leads. Basically everyone with whom you, as an organization, want to build a relationship with and retain that over time (Loyalty). Therefore, if we look at CRM, we rather speak about connecting brands and people.
Why CRM Matters To Your Company
Brands investing in a more integrated, customer-centric approach to CRM can prove significant improvements in marketing ROI, customer retention, cross-sell and up-sell. To do this, we don't start with a sales objective or channel. Instead, we begin by understanding the customer data to guide our strategic, messaging and testing approach. Then, by keeping a laser-focus on customer metrics, we continually optimise our activity. This results in an effective and efficient marketing strategy that's led by, and for, real customers. This deep understanding of the audience and their motivations can then be leveraged to drive brand objectives.
How CRM Is Used In Marketing
The art of people-based marketing is identifying and engaging with the individual. Our approach to CRM is a fundamental driver of understanding every customer, their needs and how your brand can fulfil them. From contact density, to channel, timing, content and personalisation, our unique planning principles enable us to create CRM programmes that engage the individual and drive loyalty.