What types of customer data are essential for effective CRM?

1 Contact data

Contact data is the basic information that identifies and connects you with your customers, such as their name, email, phone number, address, and social media profiles. This data is essential for effective CRM because it allows you to communicate with your customers through different channels, such as email, phone, chat, or social media. Contact data also helps you segment your customers based on criteria such as location, industry, or company size, and tailor your messages and offers accordingly.

2 Transactional data

Transactional data is the information that records the interactions between you and your customers, such as their purchases, orders, invoices, payments, refunds, and returns. This data is essential for effective CRM because it shows you the value and profitability of each customer, and helps you track their purchase patterns, frequency, and loyalty. Transactional data also helps you identify cross-selling and upselling opportunities, and reward your loyal customers with discounts, coupons, or loyalty programs.

3 Feedback data

Feedback data is the information that reflects the opinions and satisfaction of your customers, such as their ratings, reviews, testimonials, surveys, or complaints. This data is essential for effective CRM because it shows you how your customers perceive your products, services, and brand, and helps you measure and improve your customer satisfaction, loyalty, and retention. Feedback data also helps you identify and resolve customer issues, and leverage positive feedback to build trust and reputation.

4 Preference data

Preference data is the information that reveals the interests and needs of your customers, such as their product preferences, communication preferences, or personalization preferences. This data is essential for effective CRM because it shows you what your customers want and expect from you, and helps you create relevant and personalized experiences for them. Preference data also helps you optimize your marketing campaigns, and deliver the right content, offer, or message to the right customer at the right time.

5 Behavioral data

Behavioral data is the information that tracks the actions and interactions of your customers, such as their website visits, clicks, downloads, views, or responses. This data is essential for effective CRM because it shows you how your customers engage with your brand, and helps you understand their needs, motivations, and pain points. Behavioral data also helps you segment your customers based on their behavior, and target them with personalized and timely messages that drive conversions and loyalty.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?