“80/20 Rule” means that 80% of earnings originated from 20% loyal customers.

To develop loyal customers, learning how to make use of the CRM system is one of the most effectively way to nurture your customers and increase their repurchase rate.

1. Analysis on Existing Data

The key point of well using your CRM system is to analyse your customer data. By doing KYC (Know Your Customers), you can do the customer segmentation based on your customer GMV, frequency and recency, goods return rate, etc,.

2. Membership System

After better understanding on customer buying behaviour, we can apply membership system to offer personalize promotion on specific date and product.

3. Instant Messaging Tool

With the combination of both instant messaging tool (e.g. Whatsapp) and CRM’s campaign management, enterprises can automatically send warm reminders to existing customers periodically. (E.g. Reorder, or notification of member’s redemption point)

4. Product + Service

In some of the product that have longer life-cycle, adding value added service into product line-up is one of the ways to improve the stickiness with your customer.

The suitable CRM system facilitates enterprises to turn “sleeping customers” to “loyal customers”.  It also reduce the cost of attaining new customers by understanding what kind of customers they are looking for.