Imagine that you are travelling to the same hotel for the fourth time this year. Upon arrival at the reception, there is a personal letter from the hotel manager. Isn't it nice that they noticed your repeated trips?
Customer relationship management (CRM) is much more than collecting e-mail contacts and sending electronic cards on the day of their birthday. Success is based amazing and delighting customers at exactly the moment when they interact with you.
How to start?
In a small local shop, it can be very simple: Why not please a customer with a small gift or discount coupons directly at the cash register?
For online shops, it should be obvious to have a customized greeting during their visit. A pop-up window with special offer tailor-made to the customer can also please them. In short, CRM must be implemented everywhere and at every stage of the buying process.
Social networks are particularly suitable to generate interest among people who may be interested in becoming customers. If you will treat them well, they become enthusiastic brand advocates and loyal customers. In addition, this type of customers will come out much cheaper than a new client just "off the street."
Every company should establish some form of loyalty programs for their clients. A customer does not buy repeatedly just because you give them a small discount. Successful CRM enables you to grow your satisfied client base by treating people as if they were your only customer in the world.
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