CRM and Loyalty Programs

The latest best practice, trends, case studies, statistics and more, related to CRM and loyalty programs

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What is CRM?

Before getting into the ins and outs of technology, let’s ask a more fundamental question: what is customer relationship management (CRM), and why do you need it?

10 key challenges facing CRM marketers

Customer relationship management (CRM) remains a key way for companies to deliver ‘customer centric’ marketing, centred around personalised and relevant content (if you’re not sure what CRM is, see our handy definition).

But what are the key challenges facing CRM marketers today? With insight from some experts in the industry, here are 10 pressing issues.

Best Practice Guides

Quick Guide to Customer Retention

This quick guide looks at the business case for prioritising customer retention and developing a strategy that establishes it as an organisational objective. It discusses the long-term benefits that can come from fostering loyalty, and provides marketers with tactics that can help with the development and execution of a customer retention strategy.

Currys PC World store. Image: freemind-production / Shutterstock.com

Dixons Carphone’s Saul Lopes on rethinking CRM with a ‘people-centric’ approach

Saul Lopes is the Head of CRM for the UK division of Dixons Carphone, with responsibility for the Currys PC World UK and Carphone Warehouse websites. Since he joined the business in December 2018, Lopes has set about transforming Dixons Carphone’s approach to CRM and, by extension, its approach to its customers.

Email and eCRM - Econsultancy's Internet Statistics Database

What’s the difference between CRM, marketing automation and DMPs?

Where do CRM, marketing automation, sales, and data management platforms cross paths, and how is CRM implemented?

Microlearning

The role of personalisation in customer loyalty post-Covid

‌ More people might be shopping online than ever before, but the concept of loyalty within retail has arguably been thrown up in the air. Due to changes in our daily habits, the reasons why a consumer shopped at a particular retailer before Covid might no longer be relevant, or even still exist.

This is a topic Nikki Gilliland recently discussed with Christian Selchau-Hansen, the CEO of enterprise software company, Formation.ai.

Articles

Four ways that luxury brands are building customer loyalty through digital channels

Luxury retailers do not typically offer loyalty programs, with regular point-based price discounting schemes going against the high-end and aspirational style of branding that the luxury sector is known for. For brands striving to be competitive, however, reputation alone is simply no longer enough to inspire loyalty, and with demand for omnichannel on the rise, […]

Charlie Casey

“A free cup of coffee isn’t going to cut it anymore”: LoyaltyLion CEO on loyalty schemes

Charlie Casey is the co-founder and CEO of Loyalty Lion – a customer loyalty and engagement platform for fast-growth ecommerce merchants. We caught up with him to ask all things ‘loyalty’, such as how ecommerce brands can retain customers post-pandemic, what successful loyalty schemes look like today and why a certain brand has captured his […]

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