What is CRM Marketing?
Customer relationship marketing (CRM) is all about the principles and practices that a certain organization follows when dealing with customers. In other words, it deals with direct channels of communication and usually involves processes like sales or customer support. Moreover, it also plays a role in analyzing customer trends and behaviors as they arise.
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Picture 1. CRM Marketing begins with the customer’s first interaction with a brand
Key Elements of Customer Relationship Marketing
Let’s explore the main elements of customer relationship marketing and how they can improve overall business marketing efforts across multiple channels.
1. Customers first approach
As the name itself suggests, it’s important to put customers first. In other words, the primary goal is to stand out when it comes to the way a product or service is presented to a customer. But the focus should be on providing assistance every step of the way. This kind of approach inspires customers to develop a sense of loyalty.
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2. Relationship management
The goal of any business should be connecting with their customers. By nurturing customer relationships with follow-ups and personalized offers you can gain a lot of benefits. These include a rise in the number of sales and an increase in overall brand trust. In the long run, this approach allows a business to build a community of engaged buyers.
3. Two-way communication
The era of one-off communication has passed. In the meantime, thanks to modern channels like social media and live chat, customers are able to communicate directly with business in real-time. Such an approach allows for a much easier problem-solving process. Not to mention that customers spend less time waiting to hear back from an agent. Instant support, quick responses, and a kind word go a long way when managing how customers perceive your brand.
4. Shared values
There’s no connection more powerful than the one based on shared values. Sharing the same values with a business make for an instant match. These can be social, economic or a mix of both simultaneously. This type of connection transcends all others, as the motivation comes from a feeling of belonging or mutual respect for a brand.
Picture 1. Key elements of CRM marketing
Benefits of CRM Marketing
Since customer relationship marketing has the customer as a central point of reference, the result of such an approach is often increased customer satisfaction and communication levels. As a result, this stronger relationship gives valuable insights into customer behaviors and expectations. In this way it is easier for brands to create and adjust products/services which will fulfill their customers’ needs.
All of these steps lead to creating brand advocates – the happier your customers are, the more willing they will be to spread the word about your brand. And although thought to be out-of-date or rather traditional, “word-of-mouth” marketing is still the most efficient form of marketing out there.
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