How can you engage customers at every touchpoint using CRM marketing campaigns?

From my experience in Customer service, CRM has evolved from a customer interactions management tool to an exciting complex tool that collects data across all customer touch points. This data once incorporated with information within the organization forms an important reference point for critical decisions in customer journey mapping and product re-engineering. CRM of today must therefore be equipped with the capacity to harness these data through multi-channeled customer interaction's ability with the support of AI and APIs to capture customer insights and almost instantly turn them into usable data that enables accurate decision making.

CRM marketing should start with a clean accurate view of your CRM. Ensure your contact points are up-to-date regularly and append additional contact points to have a single view of the customer & enable an omni-channel marketing strategy. If you have email address, use a reliable vendor to append name and address. Have name and address use a reliable vendor to append email address.

Engaging customers at every touch point is essential in modern retail, and the BSPK clienteling tool can help with achieving this goal. By efficiently sorting and organizing retail data, BSPK empowers client advisors with a comprehensive view of customer interactions and preferences. This ensures that no client is ever forgotten, as advisors can access relevant information at any touch point, be it in-store, online or during customer service interactions. With this rich data at their fingertips, advisors can offer personalized recommendations, track customer purchase histories, and even tailor marketing efforts to individual preferences. In doing so, the solution enhances the overall customer experience, fostering loyalty and trust.

3 things I have found helpful in achieving this: 1. Reachable mediums bifurcation of your audience: push and email are mediums which can be used more for awareness generation while sms and WA can be used to drive actions 2. Let customer behaviour decide your journey: Touchpoint journey should be based on user behaviour with your app or website in order to increase their receptiveness 3. Goal should be to help customer move to next stages: early stages of lead conversion funnel maybe latest products / services and awareness around current running offers help customers move to later stages. While in the later stages macro discounts and constant reminders of abandon cart would be a better nudging strategy

Herewith a few things I've found to be helpful: Segmentation & Personalization: Divide customers into groups for targeted messaging and tailor messages based on customer data. Omnichannel & Automation: Use various channels for seamless communication and set up triggers for timely, relevant interactions. Educational Content & Feedback: Offer valuable information and Collect and use customer input for improvements. Loyalty Programs: Reward engagement and repeat business. Data Analytics & Timing: Analyze campaign performance for adjustments and send messages when customers are most receptive. Customer Support: Ensure responsive support for positive experiences.

Selecting a clienteling solution with a high adoptability rate, such as BSPK's impressive 90% daily adoptability rate, is paramount in the realm of modern retail. The key to clienteling is the seamless integration of technology with the human touch, enhancing the customer experience. A high adoptability rate means that the solution is easy for retail staff to embrace and use in their daily interactions with customers.