{"id":4087,"date":"2020-09-15T10:33:54","date_gmt":"2020-09-15T01:33:54","guid":{"rendered":"https:\/\/www.hideandseek.co.jp\/?p=4087"},"modified":"2025-06-20T15:48:35","modified_gmt":"2025-06-20T06:48:35","slug":"what-is-crm-from-the-importance-of-crm-initiatives-to-specific-strategies","status":"publish","type":"post","link":"http:\/\/www.hideandseek.co.jp\/en\/archives\/4087","title":{"rendered":"[What Is CRM?] From the importance of CRM initiatives to specific strategies. We\u2019ll also share details about our company\u2019s specific CRM initiatives!"},"content":{"rendered":"

About CRM, Which Has Been Gaining Even More Attention Lately
\n<\/span>We have provided a thorough explanation of the fundamentals and their importance.
\n<\/span>We\u2019ve also outlined a few specific CRM initiatives.<\/span><\/p>\n

\"What is CRM?\"
\n<\/span>If you're thinking, \"I want to incorporate this more going forward!\"
\n<\/span>Read this article to learn the basics of CRM.<\/span><\/p>\n

What Is CRM, Anyway?<\/span><\/h2>\n

About CRM<\/strong><\/h3>\n

CRM stands for \"Customer Relationship Management,\" and
\n<\/span>This concerns customer management.
\n<\/span>\"Customer management\" is a really confusing term, isn't it?
\n<\/span>Simply put, initiatives aimed at building relationships with customers
\n<\/span>This is referred to as a CRM initiative.<\/span><\/p>\n

While carefully managing information such as customer data and repeat purchase rates,
\n<\/span>Conduct marketing and reach out to customers
\n<\/span>This is the main focus of the job.<\/span><\/p>\n

There are various ways to approach customers.<\/span><\/p>\n

\"\"<\/p>\n

 <\/p>\n

Responding to customer inquiries by phone or email,
\n<\/span>We come up with strategies to encourage repeat purchases through our repeat purchase programs.
\n<\/span>When people hear \"CRM,\" some imagine tasks such as customer service and preparing package contents,
\n<\/span>I imagine there are many, but fulfillment and branding as well
\n<\/span>It's one of the tasks involved in CRM.<\/span><\/p>\n

Through these efforts, we want to show our appreciation to the customers who use our products
\n<\/span>Building close, supportive relationships. That is what CRM is all about.<\/span><\/p>\n

 <\/p>\n

Key Considerations for CRM Initiatives<\/strong><\/h3>\n

\"\"<\/p>\n

When considering CRM strategies, it is important to...
\n<\/span>\"Setting numerical goals and determining the criteria for achieving them\"<\/b>That's it.<\/span><\/p>\n

As I explained earlier, there are various types of tasks involved in CRM, but
\n<\/span>Especially jobs in customer service (CS) that involve direct interaction with customers
\n<\/span>People who do this need to be careful.<\/span><\/p>\n

------------------<\/span><\/p>\n

\u30fbTalking with customers at the call center and \u201dbuilding rapport\u201d
\n<\/span>\u30fbExchanging multiple emails<\/span><\/p>\n

------------------<\/span><\/p>\n

With this goal, it feels a bit vague, and I'm not sure if customers will really...
\n<\/span>\"Are you satisfied or not?\"
\n<\/span>I don't know if he's happy or not.<\/span><\/p>\n

Implement CRM strategies based on theory, not intuition
\n<\/span>It's important to be able to think for yourself, and
\n<\/span>The criterion for determining that is \u201dnumbers.\u201d<\/span><\/p>\n

Not only sales, but also metrics such as response rates and open rates
\n<\/span>Whether you have goals and are building relationships
\n<\/span>Let's make sure we're able to make sound judgments.<\/span><\/p>\n

And, based on that,
\n<\/span>It is becoming important to consider the next steps.<\/span><\/p>\n

 <\/p>\n

What Is the Difference Between SFA and CRM?<\/strong><\/h3>\n

A term often mentioned in connection with CRM services is
\n<\/span>There is something called \u201cSFA.\u201d<\/span><\/p>\n

This is an abbreviation for \u201cSales Force Automation,\u201d and
\n<\/span>Simply put,<\/span>Sales Management System<\/b>That's what it means.
\n<\/span>In the system used by salespeople,
\n<\/span>Managing customer information and tracking progress in sales activities,
\n<\/span>It is a tool that manages information sharing and other tasks.<\/span><\/p>\n

As explained at the beginning, CRM is used to manage customers and
\n<\/span>We will be conducting marketing activities.<\/span><\/p>\n

Is this a system for customer marketing?
\n<\/span>The key difference is whether or not it is a system designed for sales.<\/span><\/p>\n

 <\/p>\n

Why Is CRM Important?<\/span><\/h2>\n

Recently, there has been a growing focus on the importance of CRM, and
\n<\/span>I\u2019ll explain the reasons for this in three parts.<\/span><\/p>\n

The Importance of LTV<\/strong><\/h3>\n

To Increase Sales Through Online Retail
\n<\/span>Acquire new customers at the lowest possible cost, and
\n<\/span>To provide those people with products and services for as long as possible
\n<\/span>It's important that people use it.<\/span><\/p>\n

CRM initiatives and LTV are very closely related.
\n<\/span>LTV (Lifetime Value)<\/b>That is,
\n<\/span>This refers to the total amount a customer spends on products and services over the course of their lifetime.<\/span><\/p>\n

\"\"<\/p>\n

 <\/p>\n

Recently, various regulations regarding ad delivery have changed, and
\n<\/span>The scope of what can be stated has also become subject to restrictions under the Pharmaceutical and Medical Devices Act.
\n<\/span>Furthermore, depending on the category,
\n<\/span>For reasons such as an increase in the number of products and customers switching to competitors,
\n<\/span>It's becoming more difficult to acquire new customers.<\/span><\/p>\n

Therefore, in order to increase sales,
\n<\/span>We need to increase LTV.<\/span><\/p>\n

 <\/p>\n

In addition, the customer acquisition cost per customer is calculated based on LTV.
\n<\/span>It varies by company, but it\u2019s generally 40% of LTV.<\/span><\/p>\n

Now that it\u2019s becoming increasingly difficult to acquire new customers,
\n<\/span>By increasing the repeat purchase rate and boosting LTV,
\n<\/span>You can increase the budget allocated to acquiring new customers.<\/span><\/p>\n

To Increase LTV
\n<\/span>We need to get people to become fans of our company and our products.
\n<\/span>That's why we have CRM initiatives.<\/span><\/p>\n

 <\/p>\n

Competition is commonplace<\/strong><\/h3>\n

There are more and more similar products on the market.<\/span><\/p>\n

For example, when it comes to folic acid products,
\n<\/span>Safety, peace of mind, folic acid content, ease of consumption, etc.
\n<\/span>Their strengths and selling points are almost identical.
\n<\/span>In terms of the product's visible strengths,
\n<\/span>It's hard to differentiate them.<\/span><\/p>\n

 <\/p>\n

So, in what areas should we focus on differentiating ourselves?
\n<\/span>That's right\u2014it's a CRM initiative.<\/span><\/p>\n

It is said that people evaluate a product twice before making a purchase.
\n<\/span>The first time is \u201cwhen you purchase a product.\u201d
\n<\/span>And the second time is \u201cwhen the product arrives.\u201d<\/span><\/p>\n

If you can't differentiate yourself with the front end, then
\n<\/span>When the product arrives or regarding post-purchase support,
\n<\/span>\"This is a service you won't find at other companies...\" \"I'd like to buy it again...\"
\n<\/span>It's important for people to think that way.<\/span><\/p>\n

Have you ever had an experience like this?<\/span><\/p>\n

\u2014\u2014\u2014\u2014\u2014
\n<\/span>\u30fbI bought the product because I was curious about it, but before I knew it, I found myself drawn to the company's atmosphere\u2026!
\n<\/span>\u30fbWhen I asked a question about a product, they explained it to me very politely!
\n<\/span>\u30fbI was subscribed to a regular delivery service when a baby shower gift arrived!
\n<\/span>\u30fbThere's a membership tier system, and I received a birthday gift!
\n<\/span>\u2014\u2014\u2014\u2014\u2014<\/span><\/p>\n

As you can see, it\u2019s not just about the products\u2014ultimately,
\n<\/span>\"It's precisely because of this company that I want to stay,\"
\n<\/span>It\u2019s important to develop CRM strategies that resonate with customers.<\/span><\/p>\n

A 1% Weight<\/strong><\/h3>\n

Repeat purchase rates are also a factor in CRM initiatives.<\/span><\/p>\n

Here, sales based on the repeat purchase rate
\n<\/span>Let's take a look at change.<\/span><\/p>\n

The chart below compares sales when the repeat purchase rate is 80% and 90%, respectively.<\/span><\/p>\n

\"\"<\/p>\n

 <\/p>\n

Even a 10% difference in retention rates can make a difference,
\n<\/span>Sales on the fifth day are 230,000 yen different per day.<\/span><\/p>\n

Just by increasing the repeat purchase rate
\n<\/span>It really does have such a big impact on sales.<\/span><\/p>\n

As I explained earlier, these days it\u2019s been difficult to acquire new customers
\n<\/span>It's becoming more difficult, and the costs are also rising.
\n<\/span>An online business cannot survive by relying solely on new customers.<\/span><\/p>\n

To get new customers to like our company and products
\n<\/span>How long customers stay with us has a direct impact on our sales, doesn't it?<\/span><\/p>\n

Specific CRM Initiatives and How to Use Them<\/h2>\n

Now that we understand the importance of CRM,
\n<\/span>We\u2019ll introduce specific examples of CRM initiatives and how to implement them.<\/span><\/p>\n

The most important aspect of CRM initiatives is analysis<\/strong><\/h3>\n

The most important aspect of CRM initiatives is analyzing the data to
\n<\/span>The goal is to build on that and move forward with the next steps.<\/span><\/p>\n

If I found out she doesn't like curry
\n<\/span>Since then, we haven't really tried to go to a curry restaurant together<\/span>I don't think so.<\/span><\/p>\n

Measuring information quantitatively to understand customers is
\n<\/span>by implementing measures that will make this possible, and<\/span>It is important to analyze those figures.<\/span><\/p>\n

And, the most effective time to implement the measures is
\n<\/span>Let's make sure we find it.<\/span><\/p>\n

 <\/p>\n

For example, for customers making their sixth purchase, \"How to Use the Product\"
\n<\/span>Even if we include a flyer, the likelihood that people will think they need it is
\n<\/span>It is considered to be low.
\n<\/span>On the other hand, if we don\u2019t include instructions for use in the package for first-time customers,
\n<\/span>Going to the trouble of figuring out how to use it on your own
\n...or put it away.<\/span><\/p>\n

It's not enough to simply implement measures.
\n<\/span>Reflect on the results of the measures we implemented after careful consideration, gather best practices, and
\n<\/span>It\u2019s important to engage in marketing that leads to the next step.<\/span><\/p>\n

 <\/p>\n

Here are four CRM strategies<\/strong><\/h3>\n

\"\"<\/p>\n

 <\/p>\n

\u25a0Newsletter<\/strong><\/span><\/p>\n

It is mainly used for cross-selling and upselling.
\n<\/span>However, customers tend to perceive this as a sales pitch,
\n<\/span>It is also true that the likelihood of defection increases.<\/span><\/p>\n

How much people feel the information we provide is necessary is
\n<\/span>This becomes important.<\/span><\/p>\n

>> Click here if you'd like to learn more about cross-selling and upselling.<\/span><\/p>\n

Hide&Seek Co., Ltd. | Hide&Seek<\/div>
I want to share the wonderful things hidden in the world.<\/div><\/div>
\"\"<\/div>
Hide&Seek Co., Ltd. | Hide&Seek<\/div><\/div>
<\/div><\/div><\/div><\/div>\n

>> Click here for more information about our newsletter.<\/span><\/p>\n

Hide&Seek Co., Ltd. | Hide&Seek<\/div>
I want to share the wonderful things hidden in the world.<\/div><\/div>
\"\"<\/div>
Hide&Seek Co., Ltd. | Hide&Seek<\/div><\/div>
<\/div><\/div><\/div><\/div>\n

 <\/p>\n

\u25a0Autoresponder<\/span><\/p>\n

Emails that are sent according to a scheduled delivery schedule tailored to each customer
\n<\/span>More for communicating with customers than for sales
\n<\/span>Information that is frequently used and that customers find useful
\n<\/span>We can provide it at the right time.<\/span><\/p>\n

Here, too, it is important to provide customers with the information they need.<\/span><\/p>\n

 <\/p>\n

\u25fc\ufe0ePackage Contents<\/strong><\/span><\/p>\n

\"\"<\/p>\n

\"Included items\" refers to the flyers that are packaged along with the product.
\n<\/span>These often contain instructions for using the product, company newsletters, and the like.
\n<\/span>You can convey information visually using photos, or
\n<\/span>Communication with customers and<\/span>It can also be used for cross-selling.<\/span><\/p>\n

Since customers will definitely open the box when the product arrives,
\n<\/span>The unboxing rate for the included items is 100%.
\n<\/span>However, whether the contents are actually being viewed or not...
\n<\/span>It is difficult for sellers to know this, and it is hard to accurately measure the metrics<\/span>I can't.<\/span><\/p>\n

 <\/p>\n

Including surveys where the answers are already known,
\n<\/span>For example, by including a QR code to register for the official LINE account,
\n<\/span>Let's include as many measurable metrics as possible.<\/span><\/p>\n

 <\/p>\n

\u25a0LINE Official Account<\/strong><\/span><\/p>\n

LINE is a messaging app used by 80% of Japanese users.
\n<\/span>These days, most people send messages via LINE rather than email.
\n<\/span>For that reason, rather than newsletters or automated email sequences,
\n<\/span>While we can expect a high open rate, there is also a high likelihood that churn will increase.<\/span><\/p>\n

You can use a combination of images and text in your approach.
\n<\/span>You can also add links to improve the click-through rate<\/span>You can also measure it numerically.<\/span><\/p>\n

Many companies are incorporating LINE into their corporate branding efforts, and
\n<\/span>If your company hasn't adopted this yet, why not give it a try?<\/span><\/p>\n

>> How to Create a Business Account on LINE Official Account
\n<\/span>If you'd like to know more, please check out this article.<\/span><\/p>\n

Hide&Seek Co., Ltd. | Hide&Seek<\/div>
I want to share the wonderful things hidden in the world.<\/div><\/div>
\"\"<\/div>
Hide&Seek Co., Ltd. | Hide&Seek<\/div><\/div>
<\/div><\/div><\/div><\/div>\n

 <\/p>\n

We are announcing how to use this resource<\/strong><\/h3>\n

Here, we will discuss the details of the CRM initiatives mentioned above
\n<\/span>Let's take a closer look at how we can put this into practice.<\/span><\/p>\n

\"\"<\/p>\n

 <\/p>\n

The initiative for first-time recipients is as described above<\/span>We will implement initiatives related to packaging contents and automated email campaigns.<\/span><\/p>\n

Since this is your first delivery,<\/span>First and foremost, we want our customers to feel that
\n<\/span>\u300c<\/span>Trust and Peace of Mind<\/b>\u300d\u300c<\/span>Expectations for the Product<\/b>\"...\"<\/span>Isn't that part of it?<\/span><\/p>\n

For this reason, instructions on how to use the product, greeting cards from the company,<\/span>Featuring photos of the distributor's employees, etc.
\n<\/span>We want you to feel at ease.<\/span><\/p>\n

Also, changes before and after using the product, and<\/span>Information about the causes of that problem,
\n<\/span>Include testimonials from people who are actually using the product
\n<\/span>\u300c<\/span>The Latent Nature of Customers' Concerns<\/b>\" or<\/span>Expectations for the Product<\/b>\u3092<\/span>Let's keep improving.<\/span><\/p>\n

In our automated email series, we send notifications about our regular deliveries and special<\/span>Send a separate notice, and
\n<\/span>Enhancing the Value of Products and the Company<\/b>to target<\/span>I'll get to the content.<\/span><\/p>\n

 <\/p>\n

For CRM initiatives starting with the second one and beyond,<\/span>Rather than basic information such as how to use the product,
\n<\/span>Coupons for the \u201cRefer-a-Friend Campaign\u201d and<\/span>We've added a special event exclusively for subscribers, and
\n<\/span>\"I want to stay here because it's this company!\"<\/span>We'll come up with measures that will make people think that way.<\/span><\/p>\n

Also, please include the survey<\/span>To provide our customers with better service
\n<\/span>Retrieving Information<\/b>...or do that.<\/span><\/p>\n

 <\/p>\n

It's not just about implementing measures, but about what those measures achieve
\n<\/span>\"What do we want to convey to our customers?\"
\n<\/span>Think about \u201cwhat you want people to feel,\u201d and
\n<\/span>At what stage to distribute that content<\/span>It's important to make a decision.<\/span><\/p>\n

 <\/p>\n

Summary<\/h2>\n

In this post, I explained what CRM is.<\/span><\/p>\n

The Importance of CRM in E-commerce and
\n<\/span>A brief overview of CRM initiatives<\/span>I hope you understand.<\/span><\/p>\n

By implementing measures, and based on the results,<\/span>Building relationships with our customers.<\/span><\/p>\n

In the context of CRM, that means<\/span>This will become very important.<\/span><\/p>\n

 <\/p>\n

If you have any questions, please contact us using the form below.<\/span><\/p>\n

 <\/p>","protected":false},"excerpt":{"rendered":"

We\u2019ve provided a thorough explanation of the basics and importance of CRM, which has been gaining even more attention recently.
\nWe\u2019ve also outlined a few specific CRM initiatives.<\/p>\n

If you're wondering, \"What is CRM?\" or thinking, \"I want to start using it more!\"
\nRead this article to learn the basics of CRM.<\/p>","protected":false},"author":8,"featured_media":89,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[7],"tags":[73,150,86],"class_list":["post-4087","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","tag-crm","tag-150","tag-86"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\n","aioseo_head_json":{"title":"[What Is CRM?] From the importance of CRM initiatives to specific strategies. We\u2019ll also share details about our company\u2019s specific CRM initiatives! | Hide&Seek Co., Ltd. | Hide&Seek","description":"We\u2019ve provided a thorough explanation of the basics and importance of CRM, which has been gaining even more attention recently. 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