CRM.

Effective customer journeys start and end with putting the customer first and walking in their shoes. Whether it’s marketing automation or campaign driven, I’ll work with you to harness technology to streamline marketing efforts and make them more effective, create compelling communications and test, learn and refine within an inch of life.

Again it starts with a deep understanding of the customer. We will create granular pen portraits through an engaging workshop format, and possibly some desk research, where we review existing research or look at online insight tools.

Every customer and prospect has a unique journey with your brand. We will map this and uncover any opportunities and fixes. This, together with the customer insights, will form the basis of the CRM programme we’ll develop..

We need to understand your customer data, how it’s structured and how it flows through your systems. Also how it can be usefully segmented and tagged to drive the CRM programme. All the above is fundamental to achieving a crystal clear single customer view.

Collaboration with UX, insight, data, creative and tech/dev colleagues will deliver an integrated result and deliver more value for the brand. CRM by no means sits in a comms silo but it’s important that there’s a strategist at the helm who can knit it all together and ensure cohesion.

From new customer nurture programmes through to lapsed customer re-engagement campaigns and everything in between. Customer journey mapping combined with data and insight work will drive relevant and timely communications that build relationships and long-term loyalty.