Your Customer Is Your Best Marketer
Customer Relationship Management is really important for retailers, because businesses are realizing that more influence is wielded by a friend’s opinion than by advertising. MarketingWeek just took a good look at this influence in The Challenges Of Customer Lifetime Value. To quote the article,
“The multichannel digital age and the siloed nature of organisations are hindering brands and companies from calculating one of the key measures of success – the lifetime value of a customer.”
Lifetime value is the total value a customer brings a company over the entire time of their patronage. It’s probably not entirely measurable, because there’s no real way of knowing exactly how many new customers come in as a result of a recommendation. But the verdict is clear: retailers need to stop compartmentalizing their organization when it comes to accuracy in customer relationships.
Happy Customers Hawk Your Brand
When a customer has a good long-term relationship with a retailer, there’s a history of positive interactions and a cohesive experience overall. That customer feels valued, whether they are online or in the building or calling your support center. This only can happen as a result of integrating all the touchpoints across your channels, bridging the organizational silos and reducing negative experiences.
ChainDrive’s Customer Relationship Management software does just that; integrating your customers’ data across all the touchpoints and allowing a seamless, positive experience. You will be able to analyze and strategize the most effective actions to keep your customers happy — and happy customers are going to be long-term customers who tell their friends where to shop.