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CRM is key to driving lifetime value and growing a business. We dedicate a lot of time and money to acquiring new customers, encouraging them to purchase. We should equally focus more time on our CRM approach as this can be the difference between a customer becoming a lifetime customer or never buying again.
Here are Skywire’s top 5 tips for turning your customers into loyal advocates.
Mailchimp is great for sending emails and starting to understand customers. Klaviyo when linked with your ecommerce store is key at helping you develop intelligent and personalised content for your customers. Hubspot although more of an investment can create a single customer view and allow you to see all touchpoints and produce a one-on-one VIP communication.
Ensure you have a welcome programme, abandoned basket, and lapsing customer campaign. Spend time on developing these and ensure the content really explains the bones of your brand, and why the brand is special. Abandoned baskets can sometimes be considered too salesy however, make them personal, not just a picture of the product but perhaps a person using the product giving it context, CTR will improve and the sales will increase as a result.
Before a campaign is set up, have clear KPIs, know what you should be doing and continuously review these campaigns, never stop learning and testing. Once you have a winner, see how you can improve it and keep developing campaigns.
Pick up the phone, send a handwritten note to your best customers. Develop them as part of the brand and treat your best customers as a VIP. Don’t always sell but add value to them.
Don’t forget that every customer is different and they will all respond to different communications.
If you have not seen a customer in a while, use different campaigns, use the data you have compiled. Try segmenting the list and send different emails, texts, or even DMs to bring the customer back to the brand.
We have a lot of experience working with a lot of different brands on CRM from initial strategy to executing the day-to-day. Get in touch with us here to discuss CRM further.
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