CRM Strategy
Services
We offer a wide range of CRM ‘services’. Whether it’s as simple as reviewing your existing CRM activity to developing contact strategies, advising on tools and technology or as complex as implementing and executing multi-channel CRM strategies. We are always on hand to help, no matter what the challenge.
CRM Audits
Our audit will help you address the key elements currently holding back your CRM activity and use your data to provide ‘insight led’ recommendations.
CRM Comms Planning
We provide and end to end service, from planning to campaign optimisation across multiple on and off-line channels, supporting our clients to achieve their campaign goals.
Test & Learn Strategies
Test and learn strategies give you the insight to make informed decisions throughout the campaign in regard to resources and budget allocation.
Campaign Management
Our services can be provided on a campaign project basis, or our analysts and consultants can work on-site as part of your team.
CRM System Assessment
If you’re looking for a system to automate your campaigns or you’ve “outgrown” your existing tool, choosing a new one can be a daunting decision requiring significant investment. We can support this process to ensure the best return on your Marketing budget and select the right system for you, and its future-proof. We offer bespoke services based on your needs. These include system reviews, defining functionality requirements, managing system tender process to supporting new system integration and implementation.
Optimise Customer Journeys
The customer journeys are mapped through interactive workshops with your customer facing staff, as well as field research. We work with you to develop an ‘enhanced customer journey’ from the issues and recommendations gleaned, to ensure the optimal journey consistently aligns with your brand strategy and values. It’s amazing how tweaks in your customer process and CRM plans can have a real impact on customer experience and conversion rates.
The benefits
Improved campaign effectiveness and increased ROI
Cost savings resulting from reduced wastage on comms
Improved customer experience through more relevant customer interactions
Improved customer loyalty and customer engagement
Ongoing optimisation of CRM through rigorous ‘test and learn’ plans
More personal customer relationships
Strategies that deliver
Good CRM is based on powerful customer data and insight. All brands are doing 'CRM' - some are just more sophisticated than others. Our consultants are focused on client ROI. That's why we optimise CRM performance to make sure it delivers.
Customer focused
CRM isn’t just about sending comms. We achieve successful CRM by helping clients deliver a personalised, engaging and relevant customer experience across all channels and touchpoints.
Continually optimised
We test and track everything! This means you know exactly what areas can be improved, how they can be improved and the impact. CRM is a continual process so we ensure our client’s CRM is future-proofed.
The value of great CRM strategy - a case study
The goal
An online print company needed a strategy that would improve their customer lifetime value. Importantly, they needed a flexible approach - and fast. The customer value was dropping every year.
Our process
We provided a contact strategy that was tailored to each customer segments’ needs:
• Firstly, we ran a data audit to understand the customer attributes and created a Single Customer View.
• We then matched this to our lifestyle and business data sets to get additional insight.
• Finally, developing customer segmentation based on Recency, Frequency and Monetary Value (RFM) helped us map out a relevant contact strategy for each group.