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Customer Relationship Management (CRM)

Developing a lasting relationship with your customers not only helps to retain existing customers and improve repeat business, but it can also help to attract new ones through recommendation. To achieve this you need to treat your customers as individuals and look after them over a period of time, rather than just through the initial sales process.

Effective customer relationship management (CRM) relies on building a database to gather information about your individual customers and visitors - email addresses, physical addresses, demographic information, ordering and enquiry history all provide valuable data.

This data can then be utilised in the following situations throughout your relationship with a customer, ensuring that they can be dealt with in a personal manner, such as:

This information can also be used to analyse your customers' behaviour and demographics, evaluate marketing campaigns, analyse trends and make forecasts, giving your business the intelligence it needs to improve its offering and service.

Managing an effective online CRM strategy

Deciding how to provide customer support as part of your Internet marketing strategy is a key part of CRM. Providing FAQs, email and telephone support can all make use of the intelligence you have gathered and can be integrated together to provide the customer with improved support and your business with better efficiency.

To do this, you need to consider such questions as:

How Web Marketing Workshop can help

We can provide a number of services to help you provide effective an CRM strategy, including:

If you would like to discuss your CRM strategy with us, please contact us now. Alternatively, you can request a FREE marketing assessment to discover what online marketing opportunities may exist for your site.