Customer Relationship Management (CRM)

By: Publicis Solutions / Loyalty Australia  16-Jul-2012
Keywords: Customer Relationship Management (Crm)

The data you capture about your customers as they engage with your brand is the key to providing quality customers service outcomes. Customers expect that you'll know who they are, as well as the history of transactions they’ve had with your brand. The feedback you gather from customers can also provide you with invaluable market intelligence which can then inform your overall communications strategy. First, however, you need to know what you need to capture and what to do with the data once you have it. There are thousands of opportunities every day for your brand to 'touch' your customers in some way. Using our Customer Relationship Management (CRM) services, you'll be able to create detailed profiles of your customers' history with your organisation, and will be able to tailor your messages to these relationships. Customers develop loyalty for your brand, a preference over other choices, after repeated favourable interactions with your company and for each of these interactions, your customers need to feel heard as well as understood. In order to achieve this, you need to engage with each customer in contextually relevant ways that acknowledge your customer's journey to choose your brand, and as many as possible of the interactions ('touches') that your brand has had with that particular customer. Customers no longer accept generic templated emails and broadcast messages encouraging them to try your services, they expect you to know and address them personally. Capture the right information from your customers using our extensive experience building and growing Customer Relationship and Loyalty Programs. Automate your data capture and use the intelligence gathered to refine your offerings and identify your customers every time they touch your brand. For a CRM solution tailored to your business model and strategic plan, contact Publicis S.L.A. (Solutions / Loyalty Australia) today on 1300 73 71 73 or email

Keywords: Customer Relationship Management (Crm)

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