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Marketing continues to move from ‘transactional marketing’ to ‘relationship marketing’ CIM
Customer Relationship Marketing is a practice that encompasses all marketing activities directed toward establishing, developing, and maintaining successful customer relationships. The focus of relationship marketing is on developing long-term relationships and improving corporate performance through customer loyalty and customer retention.
It is a philosophy of doing business, a strategic orientation, that focuses on keeping and improving relationships with current customers as much as acquiring new customers. It is the use of the wide range of marketing, sales, communication, and customer care techniques or processes to identify your named individual customers and then create a relationship between your company and these customers.
Awareness > Comparison > Transaction > Reinforcement > Advocacy
Suspect > Prospect > Customer > Partner > Advocate > Former Customer
According to the Harvard Business Review,
"some companies can boost profits by almost 100% by retaining 5% or more of their customers". Because small business success depends so heavily on maintaining customer relationships, your business philosophy needs to be customer-centric.
We provide strategic input, implementation support and management to ensure your relationships are meaningful and profitable.
Some of the relationship marketing work we have undertaken for our clients includes:
- Understanding the real unique selling points
- Customer relationship management
- Brand name awareness
- Customer care / satisfaction programmes to deliver world class service every time someone touches us
- Monitoring – Surveys, forums, interviews, mystery shoppers,
- Database effectiveness
- Informative / added value web site content
- Added value information to customers (eg welcome packs, sellers pack)
- Newsletters
- Seminars
- Key business influencer indentification
- Building constructive relationships with selected target audiences (eg dentists)
- Partnerships / Associate working
- Networking action
- Events – golf days, christmas event
- Gifts / offers – gifts at events, information giveaways (fact sheets),
- Referral strategy – professionals, fellow business owners, customers,
- Testimonial development
- Discount / privilage / recognition schemes
- Cross sale improvement
- Product expansion for existing customer / market
- Start up support scheme
- Mentoring programme to support growth
- Employee recognition schemes
- Press release content
- Internal marketing including ‘in house training’ to move the company culture to a way of doing business that is linked to everyones usual day to day processes
For a specific discussion about how we can help with your relationship marketing, then please contact us on 01865 378559 or email
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