Digest...

DON'T let fear or uncertainty stop you from starting today.

DO learn the languages of analytics.

DO combine your data with other data sets. DON'T think you can do it alone.

DON'T expect the data to tell you everything you need to know about your customers. DO augment your data-driven insights via other types of intelligence such as qualitative and/or contextual research.

DO tear down the walls to collaborate.

DON'T forget it's a work in progress.

DO be flexible.

DON'T use the past to hold back future decisions.

DO make data your friend not your enemy.

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To start leveraging your CRM data, take these key steps.

1. Target campaign to customers’ attributes: The more you know about what your customer “looks like” the more successful you’ll be. Dig into your CRM data to find trends in attributes including past purchases, affinities, demographics and other characteristics of your existing customers. As well as showing you which customers convert better, this enables cross-sell and up-sell opportunities.

Create a CRM segment of customers who purchased within the last seven days, and create offer “A” (an extended warranty, maybe). For another segment who purchased more than six months ago, create offer “B.” Your CRM insights are now keeping you relevant, avoiding the risk of alienating customers through mistargeting.

2. Segment to Deliver Results: Onboard your CRM segments into your online marketing platform and deliver across multiple channels. You can run your custom campaigns across ad networks, social media and your own website, creating a consistent, personalized dialogue and customer experience. Use real-time analytics to see what is working or not.

3. Optimize and extend: Now, use your CRM data to extend your customer base. Take what you know about your high-performing customers, overlay it on third-party datasets, and build lookalike audiences of prospects who share your top customers’ attributes. If you know that a particular income level combined with ownership of a certain car model are top customer attributes, create a custom audience of prospects based on this. Compared to targeting a generic audience… well, as our research shows, there’s a league of difference.

4. Don’t forget to scrub that data: Make sure that your CRM is complete, up-to-date, and accurate. That means name, address, phone number and email at a minimum. Whether you interact with customers in-store or via call center, this information is essential for a personalized experience that makes customers feel valued. It also helps you quickly identify and spend time with high-value customers.

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