Pamela Bath looks at how ‘little data’ is being underused in the challenge to deliver true one-to-one marketing.
What is CRM in today’s marketing environment? It used to stand for Customer Relationship Management - in other words, the way in which businesses manage the communication and messages to and from their customer base.
But with the onset of the marketing world’s current favourite buzz term, ‘big data’, marketers are at risk of losing their way amongst the plethora of channels to market and media. ‘Big data’ simply refers to capturing or channeling the mass of data that exists to track our customer’s journey to us, and the way they behave with us.
But relevancy is the keyword that underpins all CRM thinking, and as marketers we need to focus more on the ‘little data’ that we already hold to get a clear transactional and demographic understanding of our customers, the permissions they have given us and their channel choice.
It’s sad to see that with all the wonderful advantages technology can bring to us, I rarely see CRM in action, and I certainly don’t experience it as a consumer. And here’s a case in point: I have two cars of different marques that I service with different dealerships, owned by the same large chain.
In the last two weeks I had need to take both of my cars into the dealerships and I have subsequently received, to date, 13 voicemail messages from the customer service department to check if I was ‘completely satisfied with my experience’.
I was completely satisfied - until I was bombarded by umpteen phone calls! Why don’t they know that I have two cars and require one service call? I am one person, not two cars. If they used an effective CRM system, they would know that already, and a call log should have kicked in to ensure dealerships don’t end up overzealously quizzing their clients. Why spend time and money on customer service if it achieves nothing but an irritated customer?
And that’s just the point. Not enough companies have actually integrated their email marketing with their outbound and their mailing, perhaps because ‘cheap email’ and broadcast platforms have got in the way of integrated marketing.
Think about your CRM system: Is your email suppression file sitting somewhere in the digital ether, rather than held against your customer record? Do your emails actually reflect what your customers have just bought? And if they haven’t opened your last five emails, will you keep blasting them with clearly unwanted communications or drop them from your list altogether?
A male friend of mine was recently CRM’d by Amazon - a brand who should know how to do this stuff – after he ordered a man’s t-shirt in size XL. The following day, he received an email from them with the subject heading: ‘Bestselling tops and t-shirts in your size'. So if he’s seen wearing a Lady Gaga halter neck next time I see him, I’ll know who to blame.
As marketers, it’s our responsibility in this this world to capture and reflect upon our customers’ behaviours, and ensure that the simplest of CRM opportunities are delivered through structured, targeted communication programmes.
No relationship can last if one partner ignores the other. And it’s now been over two weeks since I took my cars to the dealership. I have actually spoken to them about the first car, but they’re still ringing about the second car – let’s see who gives in first!
Pamela Bath is founder and CEO of CRM and data agency The Blueberry Wave.