Importance of CRM in Digital Marketing

One thing that every business person knows is that a happy customer will return. A happy customer will likely tell three or more of their friends about your business. An unhappy customer will likely tell six or more people about their experience with your business. So, no matter what business you are in, keeping the customer happy is the key to success.

1. Digital Marketing Strategies Connected to CRM

One of the biggest digital marketing strategies is to collect simple data on customers when they are browsing the web and looking for particular items. Then using that information about the person and the item they were interested in and letting sales ads about those items pop up when the person is on Facebook or Twitter. The sales ad would remind the person of the item they were looking at, and drive customers back to the sites where the item was for sale.

2. CRM Personalizes the Digital Marketing Campaign

Using CRM to gather data about customers’ likes and dislikes allows you to target specific customers with specific items that they are likely to have an interest in. CRM provides you with the statistical data concerning what the customer has purchased in the past, what they browse for when they are online, and other factors like their age sets, their gender, and the areas where they live. All of this personal data can be used in your digital campaign. Instead of doing just one broad-based campaign and hoping that the people who will be interested in the advertising will see it, you can make sure that the people who are going to be interested in something are the ones that see that particular item.

3. Digital Connections

When you use CRM strategies to create data sheets concerning the customers you have, and the leads you have on other customers, you can then approach those customers in a one-to-one digital campaign. You can connect with them by using their preferences to make suggestions on their social networking sites so they see the advertisements and are reminded of the things they want or like. You can send emails that personally suggest certain products and services, based on a previous purchase the customer has made. You know how on Netflix you see the words “since you liked this program” and there are links for you to follow to go to another program that is similar? You can do that with your email campaign. You can create blogs and articles that address the things your customers might be interested in by looking at the data to confirm their likes and dislikes. When you have relevant information on your page, that your customer or future customer finds interesting, then they will visit you.

4. Satisfaction Guaranteed

When you use CRM applications to create databases about your customers and your products, you can also create a database about customer service calls. When you start to look closely at your customer service calls, what the customer liked or disliked, and what things you did to satisfy the customer, you are able to create a training program for each of your customer service representatives that will allow them to create satisfied customers out of each call.



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