CRM Best PracticesImplementing a CRM StrategyWendy Bauer Customer Relationship Management3/30/2016

Improving Website & Social Media “Content”

▪ By updating the content to more interesting and relevant information it will help engage your customer. Which in turn will help improve your relationship with your customer and increase sales.

▪ Customers now want in-depth information available when they want it. By having this available it will impact the business by building a relationship with your customer as a brand they can trust. This will help increase sales.

▪ By having relevant and interesting content on your website and social media pages the more likely your customers are to share it with their “friends” on their social media pages. This will help you grow your sales by attracting new customer.

Geo-location

▪ Create downloadable mobile app and or SMS for your customers to opt in. This will allow you access their mobile phone signals to gain a greater understanding of your customers behaviors and better analytics while in the store or everyday life. By doing this you can tailor the marketing to help increase sales

▪ While using the geo-location signals it allows you to track customers movements around the store. This gives you insight on not only what they are purchasing but what they are looking at for future purchases. You can record their store behavior to use in the future and/or to push offers. This will help you increase your sales by attracting the customer with a relevant offer.

▪ Can use it to push messages on their mobile device based on prior locations. Example customer was just at the beach. Send them a push offer for swim wear when they come near the retail store or to purchase online. This will help increase sales by using your customers behaviors to attract a sale.

Customer Experience & Service

▪ With increase use of mobile phones customers are connected 100% of the time to whatever they choose to look at online. This has a profound affect on the customer experience. Having a mobile friendly website available when they want to shop. This will have a positive impact on the business by helping increase sales.

▪ Businesses need to now be in the position of control at all the touch points of a customers journey. To keep ahead of competition they need to offer the customer the best experience from the beginning to end. You have to satisfy the empowered customer to be able to share items that interest them as well as communicate with the company in a timely fashion. By offering your customers the best buying experience this will satisfy the customer and help increase sales by making the customer feel good about the brand.

Customer Experience & Service Continued

▪ Implementing Loyalty Programs to your CRM strategy is a great way to interact with your customer, add value and enhance your brand experience. Loyalty programs and Apps can enable a holistic experience to your customers. To reward your customers for frequent purchases you can offer free merchandise, rewards, coupons, and advance notice on new products. Loyalty programs increases the amount of repeat purchases and also attracts new business. It also gives you great insight on your customers by giving you data on purchase patterns, demographics, and more for you to tailor market to your customer. This helps increase sales, manage your marketing and grow your brand.

Personalization and Customization

▪ Moving past the standard website is needed in todays CRM Strategy's to know more about your customers. By using mobile, dynamic content, apps, blogs and several social media forums to engage, talk and interact with your customers to gain greater insight on your customer and brand. Also insight on how the customers are using your brand. As well as any issues that your brand might be having and the ability to act quickly to correct any issue. Implementing these strategies will help you manage and increase sales.

▪ Implementing a CRM strategy by utilizing and having a strong presence a crossed all googles products. Is a great way to learn your customer habits through google analytics and will give you the ability to offer more proactive services. This is only possible because of the unique nature of mobile devices and Google Now tool. Google Now learns from your mobile device activity and makes intelligent choices based on previous selections. By having a strong presence and content across all google products this will provide curated guidance to your target customer. This will help increase your sales.

Personalization and Customization Continued

▪ Use of retail technology and mobile devices will assist in your CRM strategy to provide added value to their customers experience. Technologies like Horton Analytics, Beacons, Biometrics, Mobile e-commerce, Social Network shopping platform, & digital in store technologies are changing how customers shop and make a decision on a purchase instore, online, and/or instore online. These technologies collect information on demographics, traffic patterns, motion-sensors and tracking abilities to provide a very unique personalized shopping experiences for each of your customers. You can utilize these technologies and data to provide personalized, real-time messages, offers and promotions. This will help increase your sales and manage your brand better.

Omnichannel

▪ Using a multichannel integrational approach to your strategy to provide your customer a cohesive shopping experiences. By aligning your messaging, goals, objectives, design and brand across every channel and device will deliver the integrated experience. This will help you manage your marketing and brand better and increase sales.

▪ By encouraging your customers into using the brands app on the customers mobile device in store. The customer could use it to locate the product they are looking for in the store. If the product they are looking for is not the right size, color, or flavor available in store. The customer can use the app to scan and order the product online to ship to the store or at home. This can help with customer satisfaction and manage and increase sales.

Omnichannel Continued

▪ Use of a loyalty app as an strategy by implementing rewards whenever you make a purchase. Customers are able to check and load money on this digital app to use to make purchases. Load money online or in store on your app. Use app to order and pay for your product before they get to the store for quick convenience while earning their rewards. This will help increase sales through incentives and convenience over the competition.

Bibliography

▪ http://www.crmtrends.com/crm.html▪ http://bigdoor.com/blog/2014/04/03/

why-your-business-needs-a-loyalty-program/

▪ http://blog.hubspot.com/blog/tabid/6307/bid/31990/7-Customer-Loyalty-Programs-That-Actually-Add-Value.aspx

▪ http://www.cio.com/article/2989716/retail/5-cutting-edge-retail-technology-trends.html

▪ http://www.forbes.com/sites/jaysondemers/2014/10/06/is-google-now-the-future-of-mobile-search/#424ad87258f8http://blog.hubspot.com/marketing/omni-channel-user-experience-examples