Important for consumer-facing businesses, CRM stands for customer relationship management. You can engage, inspire and build long-term relationships with your customers — and subsequently grow your business — through effective CRM. Here’s how:
What are CRM strategies?
It’s all about building brand awareness through multiple touchpoints. Marketing campaigns, newsletters, advertisements, blogs, surveys, giveaways, social media… these are all types of CRM strategies.
Increasingly, social media has also become a big part of brands’ CRM efforts – think Instagram and Facebook posts and stories, Snapchat videos and clever tweets.
How do I go about it?
CRM should be part of your overall business strategy, so you’ll need to identify all potential touchpoints that occur during the customer journey.
Each channel serves as an opportunity for you to communicate your USP (unique selling proposition) in interesting ways, maintain a relationship with your customers, and keep them up-to-do with your latest offerings.
Is there a CRM strategy that’s better than the others?
Having a continuous presence on social media is a crucial piece of the puzzle. In addition, smart web content, quarterly magazines and regular email newsletters are excellent ways to show your brand’s voice, personality and USPs.
Rather than traditional hard-sell content, insightful lifestyle articles — trend reports, insider tips, videos, GIFs, or interesting Q&As — can not only increase brand awareness but build a community of like-minded customers who more deeply identify with your brand.
It’s a way to ‘sell’ your business but in more interesting, honest and engaging ways than a promotional EDM or traditional paid ads. If you share great content worth reading, your customers will stick around.