A Customer Retention Management (CRM) System is a customised web-based system designed to allow your brand to create, manage and track your various CRM programmes. Connect with and understand your consumers by being able to see all your valued customers’ information and behaviour trends in one system. A CRM programme could require the use of multiple digital platforms. Use social media and digital communication platforms (such as applications, mobisites, websites, etc.) to interact with your consumers. Award your loyal customers and utilise your brand ambassadors in order to create a successful CRM programme.

Value creation: ultimately a successful CRM system pulls the “analytics” from all your various marketing, advertising, and communications programmes (both digital and traditional!) into one place where data pictures and user journeys are painted. A good CRM tool is crucial to strategy development.