CRM Tips & Tricks with Lena, Head of CRM @Foodspring
•
0 recomendaciones•1,641 vistas
Whether you only have 50 customers so far or you’re already dealing with furious growth; whether you’re BtoB or BtoC; Customer Relationship Management must be a CORE issue for you. It’s about making SURE you’re prioritizing your clients correctly and following them in the right way, leaning on all the data you’ve collected on them In this workshop, you get answers to questions like: which should you use between Oracle, Salesforce and Zendesk? How can you improve customer experience & loyalty based on customer base analysis & segmentation? How can you A/B test your CRM to maximize your CLV? How can you plan your email marketing strategy? & more. Lena Langhoff is the Head of CRM at the Berlin-based, fast-growing startup Foodspring. She basically tailored the company’s entire integrated CRM strategy and managed its strategic planning in 12 countries
Recomendados
Recomendados
Más contenido relacionado
La actualidad más candente
La actualidad más candente (20)
Similar a CRM Tips & Tricks with Lena, Head of CRM @Foodspring
Similar a CRM Tips & Tricks with Lena, Head of CRM @Foodspring (20)
Más de TheFamily
Más de TheFamily (20)
Último
Último (20)
CRM Tips & Tricks with Lena, Head of CRM @Foodspring
- 1. CRM Tips & Tricks The Family - 11th of April ‘17 Lena Langhoff
- 2. FITNESS FOOD? WHAT‘S YOUR FIRST THOUGHT ABOUT
- 3. REALLY?
- 4. THE MAJORITY? WELL... WHAT ABOUT
- 5. REAL(LY)!
- 7. WHO WE ARE SMART COOKING HEALTHY SNACKS
- 8. 0 302 0 1 04 DATA - Food tech company - Inhouse customer service DIRECT-TO-CONSUMER - Direct feedback - Control all customer touch points - Conversion-optimized ads + website INNOVATION & QUALITY - Software approach in R&D - Exclusive formulas, processes and raw materials BRAND > ECOMMERCE - Own the customer experience & supply chain - Higher customer loyalty - Quality and cost advantage OUR APPROACH
- 9. CRM? AND HOW DO WE DO
- 10. „A STRATEGY for managing a company’s interactions with customers – by using technology to organize, AUTOMATE and synchronize business processes.” THE INSPIRATION 01 DEFINITION STRATEGY AUTOMATE
- 11. „A STRATEGY for managing a company’s interactions with (potential) customers – by using technology to organize, AUTOMATE and synchronize business processes.” THE INSPIRATION 01 DEFINITION STRATEGY AUTOMATE
- 12. LIFECYCLE MARKETING TARGETS CUSTOMERS BASED ON THEIR STATUS AND INTERESTS WITH PERSONALISED CAMPAINGS.
- 13. THE DIFFERENCE CRM vs. EMAIL vs. EMAIL-MARKETING
- 14. „Email Marketing is still the most PERSONAL form of digital marketing. It‘s about making REAL connections with people who WANT to hear from you.” THE ADVANTAGE OF EMAIL 01 ADVANTAGE PERSONAL REAL WANT
- 15. ...THIS IS WHAT WE LEARNEDLEARNED
- 16. Make it feel like a 1:1 Conversation.01 02 03 04 Get to know each other. Build your relationship. Grow your brand as a result. 3 STEPS TO BUILD A STRONG CUSTOMER RELATIONSHIP
- 17. DISCOVER THEIR MOTIVATES – AS EARLY AS POSSIBLE #1 MOTIVATION
- 21. ...AND START COLLECTING DATA TO BUILD YOUR FIRST SEGMENTS #2 SEGMENTS
- 23. DON‘T RUSH IT - START WITH CONENTN #3 CONTENT
- 24. MAIL 1 MAIL 2 MAIL 3 MAIL 4
- 25. MAIL 1 MAIL 2 MAIL 3 MAIL 4
- 26. SLOWLY START GOING FOR THE SALE #4 SALE
- 27. MAIL 1 MAIL 2 MAIL 3 • • MAIL 4
- 28. Openrates Clickrates + 114% + 304% MAIL 1 MAIL 2 MAIL 3 MAIL 4
- 29. Make it feel like a 1:1 Conversation.01 02 03 04 Get to know each other. Build your relationship. Grow your brand as a result. 3 STEPS TO BUILD A STRONG CUSTOMER RELATIONSHIP
- 30. #5 GIVE EVERYTHING A PERSONAL TOUCHPERSONAL TOUCH
- 34. MAIL 4MAIL 1 MAIL 2 MAIL 3
- 36. STAY IN TOUCH. #6 IN TOUCH
- 37. DAY 1MAIL 1 MAIL 2 MAIL 3 MAIL 4
- 38. DAY 1MAIL 1 MAIL 2 MAIL 3 MAIL 4 →
- 39. ↑MAIL 1 MAIL 2 ↑ MAIL 3 MAIL 4
- 44. AND ASK WHAT THEY LIKE ABOUT YOU #9 LIKE
- 45. Make it feel like a 1:1 Conversation.01 02 03 04 Get to know each other. Build your relationship. Grow your brand as a result. 3 STEPS TO BUILD A STRONG CUSTOMER RELATIONSHIP
- 46. MAKE THEM FEEL SPECIAL #10 SPECIAL
- 48. REMIND THEM OF BENEFITS THEY ALREADY HAVE #11 REMIND
- 49. MAIL 1 MAIL 2 MAIL 4MAIL 4 ↑ MAIL 3
- 50. CHALLENGE YOUR OWN BELIEFS –CRUNCH YOUR DATA #12 CHALLENGE DATA
- 52. DEFINE WHEN YOUR CUSTOMERS ARE BECOMING INACTIVE #13 INACTIVE
- 54. AND WIN THEM BACK.BACK #14
- 56. Motivation Feedback 15% Voucher REACTIVATION
- 57. GO THE EXTRA MILE - CHANGE THE CHANNELCHANGE #15
- 58. REACH YOUR CUSTOMERS ON NEW WAYS. OFFLINE. Motivation Feedback 15% Voucher Postcard OFFLINE
- 59. ... AND CREATE THE 360° EXPERIENCE360° EXPERIENCE #16
- 60. OFFLINE ALONE... Sales Days since sent out POSTCARD
- 61. 1 MESSAGE - 3 CHANNELS EMAIL FACEBOOKPOSTCARD
- 62. 1. Mail Last Reminder 1. Mail to non-openers CROSS-CHANNEL BOOSTS SALES. Sales Days since sent out
- 63. Make it feel like a 1:1 Conversation.01 02 03 04 Get to know each other. Build your relationship. Grow your brand. 3 STEPS TO BUILD A STRONG CUSTOMER RELATIONSHIP
- 64. A/B TEST EVERYTHING.A/B TEST #17
- 66. ↑ ↑
- 67. ASK THEM TO ADVOCATE FOR YOU ADVOCATE #18
- 68. ≈ 20% Friends & Family
- 69. #1 CRM & Email Marketing as cost-efficient tool for customer retention #2 Smart segmentation based on interest and lifecycle status for higher returns #3 Increase overall CLV through smart reorder-triggers SEE YOUR BRAND GROW
- 70. #1 Get to know your customers – and let them know what distinguishes you #2 Personalise your interactions – give your brand a (friendly) face #3 Constantly analyze and reactivate – and increase your CLV YOUR KEY TAKE AWAYS
- 71. THANK YOU!