Introduced ECRM program leading to increase of 25% on second orders

Your customer database is possibly the single most important asset to your company and you need to manage that database effectively and in such a way that your customer feels valued. Gone are the days where you send out blanket emails to your database – any small business can easily set up a simple CRM program aimed at sending your database timely but effective emails based on their behaviour.

For this retailer I set up a basic CRM program which focused on identifying their main customer segments and touchpoints through the customer journey and emailing customers not more frequently but more effectively. This included welcome emails, lapsed customer emails, second order emails and reactivation emails – all of which improved company recall in the minds of the customers and led to a 25% increase on customers placing second orders within one month.