How CRM can change your D2C Business forever | A guide by Xeno

No matter what stage D2C companies are in, the majority of them face the same set of challenges on a day-to-day basis. It’s a no-brainer that these problems are extremely crucial to overcome in order to operate in an efficient way. And the right CRM can upscale your D2C business in no time!

The persistent question is, Why do you need to strengthen your customer relationships as a D2C brand?

With the rise of social media, digital marketing, omnichannel strategy, and online shopping, it is much easier for customers to find new brands and experience various product options. As a result, the need to retain customers and build relationships with them is rising rapidly for D2C brands because of the following reasons

  • Customers have hundreds of options to choose from
  • Buying habits of customers are changing rapidly
  • A need for personalization is rising
  • Personal recommendations are valued
  • Customers need consistent communication

Challenges faced by D2C brands & how to overcome them:

No matter what stage they are in, the majority of D2C brands face the same set of challenges on a day-to-day basis such as: 

  • Converting website visitors into customers 
  • Retaining New customers 
  • Building customer loyalty 

It’s a no-brainer that these problems are extremely crucial to overcome in order to operate in an efficient way. And the right CRM can upscale your D2C business in no time!


How does a CRM help in evolving a D2C brand? 4 focus areas behind a successful CRM strategy

Step 1: Capture data 

Implementing CRM is not a one-day job. It takes time to reap the benefits. While implementing your CRM, your goal should be to collect as much customer data as you can. Consider finding data from multiple sources such as email, social media, websites, etc, and store it in a centralized repository. 

Step 2: Set up a campaign journey 

Treat every customer lifecycle stage as a different marketing opportunity and create specific marketing campaigns for each stage. These include setting up welcome journeys, abandoned cart journeys, dormant customer journeys, feedback journeys, etc.  A CRM incorporated with a journey builder can help you streamline this process. 

Step 3: Understand customers deeply 

Every customer is different, so why treat them with the same messages? Some customers prefer discounts, some prefer cashback while some need reward points. As a result, their shopping behaviors, buying patterns and preferences change. A CRM can help you classify different customers on predefined criteria so that you can deal with them accordingly. 

Step 4: Segment customers 

Analyze the data that you have collected and classify your customers accordingly by creating segments such as Active, Dormant, At Risk, High Spender, Low Discount seekers, and many others.

Step 5: Run relevant personalized campaigns

Lastly, use your customer understanding & segmenting to run Relevant Digital Campaigns by reaching out to your customers with the right offer on the right channel at the right time.

Maximize your business performance with Xeno in 2022! 

Since customers are becoming more open to experimenting with brands, the competition between D2C brands has gone fierce. This means, that retaining customers will be a challenge for you in the coming months. If you want to beat the competition, you need to reach your customers first and make an impact. To see that impact coming to a reality, Join the like of 100+ D2C brands who trust Xeno to achieve their retention goals.

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