Customer Relationship Management

Great customer relationships rarely occur by chance.  They can however, be embedded into your business model with the right people, processes and technology.

Customer Relationship Management, is a business wide strategy, which seeks to harness all of the touch-points that your business has with its customers, to  manage these interactions with customers, clients and sales prospects. It involves using technology to organise, automate, and synchronise business processes—including sales activities, marketing, and customer service. The overall goals are to find, attract, and win new customers, nurture and retain those the company already has, entice former customers back into the fold.

When executed well Customer Relationship Management not only grows your profitability by building value, but it can significantly reduce the costs of marketing and customer service.

Measuring and valuing customer relationships is critical to implementing this strategy.  Without an understanding of the true lifetime value of each individual customer, it is impossible to determine where your marketing effort will generate the best return on investment.

Aggregating all of the data generated at each of your touch points is also a very important.  To achieve this the systems we work with integrate seamlessly with the most popular business systems adopted by small businesses including MYOB AccountRight,  MYOB Retail Manager, QuickBooks POS  and Epitome GoldMedal.

Our approach includes several elements that work together to Identify Customers, Target them in a meaningful way, Connect to them using the medium they prefer, and Sell to them. The following diagram describes this model:

With a well-executed campaign, you can not only track the number of messages you have sent but who read them, who forwarded them, who sought more information and even (most importantly) who acted on it!

We can help your business:

  • Achieve more sales from your existing customer base, through superior prospect targeting and intelligent list management.
  • Identify your most profitable customers and target more of your marketing spend on this extremely valuable segment. We do this through customer segmentation and data analysis, and effective cross selling and upselling programs.
  • Optimise your direct marketing efforts. For example we help some companies to fine tune their Customer Relationship Management or marketing databases to support your sales staff in their quest to build revenues and profits.

 

Our portfolio of direct marketing services incorporate

  • Customer Segmentation & Database Cleansing

  • Email Marketing;

  • SMS Marketing;

  • Telemarketing and of course;

  • Direct Mail.

 

Permanent link to this article: http://rethinkmarketing.com.au/our-services/crm/

eMail Marketing

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