The best practices and ideas for Customer Relationship Management (CRM). 5 ideas/best practices to implement a CRM strategy into a business. 3-4 bullet points at the minimum for EACH of the best practices that explain why that is a best practice, such as how it can have a positive impact on the business, increasing sales, or for example, managing and growing sales.

1. CRM Best Practices
Implementing a CRM Strategy
Wendy Bauer
Customer Relationship Management
3/30/2016

2. Improving Website & Social Media
“Content”
▪ By updating the content to more interesting and relevant
information it will help engage your customer.Which in turn will help
improve your relationship with your customer and increase sales.
▪ Customers now want in-depth information available when they want
it. By having this available it will impact the business by building a
relationship with your customer as a brand they can trust.This will
help increase sales.
▪ By having relevant and interesting content on your website and
social media pages the more likely your customers are to share it
with their “friends” on their social media pages.This will help you
grow your sales by attracting new customer.

3. Geo-location
▪ Create downloadable mobile app and or SMS for your customers to opt in.
This will allow you access their mobile phone signals to gain a greater
understanding of your customers behaviors and better analytics while in
the store or everyday life. By doing this you can tailor the marketing to help
increase sales
▪ While using the geo-location signals it allows you to track customers
movements around the store.This gives you insight on not only what they
are purchasing but what they are looking at for future purchases.You can
record their store behavior to use in the future and/or to push offers.This
will help you increase your sales by attracting the customer with a relevant
offer.
▪ Can use it to push messages on their mobile device based on prior
locations. Example customer was just at the beach. Send them a push offer
for swim wear when they come near the retail store or to purchase online.
This will help increase sales by using your customers behaviors to attract a
sale.

4. Customer Experience & Service
▪ With increase use of mobile phones customers are connected 100%
of the time to whatever they choose to look at online.This has a
profound affect on the customer experience. Having a mobile
friendly website available when they want to shop. This will have a
positive impact on the business by helping increase sales.
▪ Businesses need to now be in the position of control at all the touch
points of a customers journey.To keep ahead of competition they
need to offer the customer the best experience from the beginning
to end.You have to satisfy the empowered customer to be able to
share items that interest them as well as communicate with the
company in a timely fashion. By offering your customers the best
buying experience this will satisfy the customer and help increase
sales by making the customer feel good about the brand.

5. Customer Experience & Service Continued
▪ Implementing Loyalty Programs to your CRM strategy is a great way
to interact with your customer, add value and enhance your brand
experience. Loyalty programs and Apps can enable a holistic
experience to your customers.To reward your customers for frequent
purchases you can offer free merchandise, rewards, coupons, and
advance notice on new products. Loyalty programs increases the
amount of repeat purchases and also attracts new business. It also
gives you great insight on your customers by giving you data on
purchase patterns, demographics, and more for you to tailor market
to your customer.This helps increase sales, manage your marketing
and grow your brand.

6. Personalization and Customization
▪ Moving past the standard website is needed in todays CRM Strategy's to
know more about your customers. By using mobile, dynamic content, apps,
blogs and several social media forums to engage, talk and interact with
your customers to gain greater insight on your customer and brand. Also
insight on how the customers are using your brand. As well as any issues
that your brand might be having and the ability to act quickly to correct any
issue. Implementing these strategies will help you manage and increase
sales.
▪ Implementing a CRM strategy by utilizing and having a strong presence a
crossed all googles products. Is a great way to learn your customer habits
through google analytics and will give you the ability to offer more
proactive services.This is only possible because of the unique nature of
mobile devices and Google Now tool. Google Now learns from your mobile
device activity and makes intelligent choices based on previous selections.
By having a strong presence and content across all google products this will
provide curated guidance to your target customer.This will help increase
your sales.

7. Personalization and Customization
Continued
▪ Use of retail technology and mobile devices will assist in your CRM
strategy to provide added value to their customers experience.
Technologies like HortonAnalytics, Beacons, Biometrics, Mobile e-
commerce, Social Network shopping platform, & digital in store
technologies are changing how customers shop and make a decision
on a purchase instore, online, and/or instore online.These
technologies collect information on demographics, traffic patterns,
motion-sensors and tracking abilities to provide a very unique
personalized shopping experiences for each of your customers.You
can utilize these technologies and data to provide personalized, real-
time messages, offers and promotions.This will help increase your
sales and manage your brand better.

8. Omnichannel
▪ Using a multichannel integrational approach to your strategy to
provide your customer a cohesive shopping experiences. By aligning
your messaging, goals, objectives, design and brand across every
channel and device will deliver the integrated experience. This will
help you manage your marketing and brand better and increase
sales.
▪ By encouraging your customers into using the brands app on the
customers mobile device in store.The customer could use it to locate
the product they are looking for in the store. If the product they are
looking for is not the right size, color, or flavor available in store.The
customer can use the app to scan and order the product online to
ship to the store or at home.This can help with customer satisfaction
and manage and increase sales.

9. Omnichannel Continued
▪ Use of a loyalty app as an strategy by implementing rewards
whenever you make a purchase. Customers are able to check and
load money on this digital app to use to make purchases. Load
money online or in store on your app. Use app to order and pay for
your product before they get to the store for quick convenience while
earning their rewards.This will help increase sales through incentives
and convenience over the competition.

10. Bibliography
▪ http://www.crmtrends.com/crm.html
▪ http://bigdoor.com/blog/2014/04/03/why-your-
business-needs-a-loyalty-program/
▪ http://blog.hubspot.com/blog/tabid/6307/bid/319
90/7-Customer-Loyalty-Programs-That-
Actually-Add-Value.aspx
▪ http://www.cio.com/article/2989716/retail/5-
cutting-edge-retail-technology-trends.html
▪ http://www.forbes.com/sites/jaysondemers/2014
/10/06/is-google-now-the-future-of-mobile-
search/#424ad87258f8http://blog.hubspot.com/
marketing/omni-channel-user-experience-
examples