Customer Relationships are 12 Times More Powerful than Customer Satisfaction in Driving Purchases per New CRM Market Research.In this economy, Customer Satisfaction is expected. Customer Engagement and Customer Relationships (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ), are the factors which drive purchases, per market research findings. NEW YORK New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of -- This tough economy has significantly increased what customers expect from businesses. According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Ernan Roman, President of Ernan Roman Direct Marketing, (www.erdm.com), "Per results of market research we have conducted over the past 12 months, in this prolonged tough economy, people have come to expect a decent level of Customer Satisfaction. This is viewed as a minimum competency and no longer differentiates a company. Customer Engagement and Relationship (CRM), have become the powerful new factors which impact likelihood to remain a customer and re-purchase." Roman adds that "Relationship strength has 12 times more influence on retention and repeat purchases than Satisfaction. Customer Engagement and Relationship also trump Customer Satisfaction in driving likelihood to recommend a company to friends and family. Relationship strength has 18 times more influence on word of mouth recommendations than Satisfaction." For additional details, click here: http://www.erdm.com/customer-relationship-management-solutions/issue_27.php5 This has tremendous implications for all CRM customer relationship management marketers, especially those who are focusing on acquiring new customers and not allocating sufficient resources to strengthen the quality of engagement with current customers. Innovative CRM marketers like Microsoft, Hewlett-Packard, and AmieStreet.com have achieved significant results by providing deeper levels of engagement and value for customers. Results are significantly greater than from traditional "Spray and Pray Spray and pray is a derisive term for firing an automatic firearm towards an enemy in long bursts, without aiming. This may be done especially when quick reaction is needed to achieve a form of suppressive fire, either when aiming proves too difficult (for example due to a moving " blasts of email, mail, and phone. Results Microsoft achieved by providing small business customers with deeper levels of CRM engagement and value: * Exceptionally high opt-in rates: 40% to 70%+ * Click-through rates up to 75% * Spending by SB+ members significantly exceeds non-members. Case study: http://www.erdm.com/customer-relationship-management-solutions/issue_27.php5#article AmieStreet.com is another CRM customer relationship marketing innovator. This young company is the hottest on-line social networking See social networking site. social networking - social network music company. Their relationship marketing results: * 16% increase in new customers * 16% increase in repeat purchases * 75% increase in newsletter-driven sales. Case study: http://www.erdm.com/customer-relationship-management-solutions/issue_19.php5 Microsoft and AmieStreet.com achieved this magnitude of results by committing to deeper customer engagement through a disciplined 3 step CRM process. 3 Action Steps to help you leverage these market research findings into improved results The 3-Step Voice of Customer Relationship Marketing Process [R] we developed includes: * Step 1: Conduct Voice of Customer Market Research to gain an in-depth understanding of your customer's and prospect's expectations and preferences in today's economy. For details, click here: http://www.erdm.com/creating-integrated-marketing-solutions.05.php5 * Step 2: Engage customers and prospects to opt-in and self profile their preferences. Use this information to create uniquely powerful databases which deliver targeted and relevant CRM communications. For details: http://www.erdm.com/creating-integrated-marketing-solutions.06.php5 * Step 3: Deliver content via multiple media, per opt-in preferences of customers and prospects. For details: http://www.erdm.com/creating-integrated-marketing-solutions.07.php5 For a summary of the 3-Step CRM process, click here: http://www.erdm.com/customer-relationship-marketing.09.php5 To request the following white papers, click below: 7 Marketing Mistakes You Need to Avoid 14 Tips for Breakthrough Double-Digit Results The Direct Marketing Association (DMA (1) (Digital Media Adapter) See digital media hub. (2) (Document Management Alliance) A specification that provides a common interface for accessing and searching document databases. ) has asked Ernan Roman to conduct a free webinar titled "Increase Sales 35% to 75% Using the Proven 3 Step Relationship Marketing Process" on February 17, 2009 at 1:00 PM - 2:00 PM EST EST electroshock therapy. EST abbr. electroshock therapy . Attendees will learn: * How to use the Voice-of-Customer Driven 3-Step Relationship Marketing Process to achieve double-digit responses ranging from 45% to 75%. * How to increase sales by 35% using multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple opt-in marketing techniques. * How IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) , AmieStreet.com and Microsoft have significantly improved their customer experience and achieved response rates of 40% plus! Register now for this free webinar! Ernan Roman Bio: Ernan Roman is President of the customer relationship management consultancy, Ernan Roman Direct Marketing. He is one of the leading authorities in Customer Relationship Marketing, (CRM). He was named to "B to B's Who's Who Who’s Who biographical dictionary of notable living people. [Am. Hist.: Hart, 922] See : Fame " as one of the "100 most influential people" in Business Marketing by Crain's B to B Magazine. He is also the co-author of "Opt-In Marketing: Increase Sales Exponentially with Consensual Marketing" and author of "Integrated Direct Marketing: The Cutting Edge Strategy for Synchronizing Advertising, Direct Mail, Telemarketing and Field Sales". ERDM provides CRM marketing consulting services for innovative Fortune and Small / Medium companies. Clients include Microsoft, NBC NBC in full National Broadcasting Co. Major U.S. commercial broadcasting company. It was formed in 1926 by RCA Corp., General Electric Co. (GE), and Westinghouse and was the first U.S. company to operate a broadcast network. , Walt Disney Noun 1. Walt Disney - United States film maker who pioneered animated cartoons and created such characters as Mickey Mouse and Donald Duck; founded Disneyland (1901-1966) Disney, Walter Elias Disney , Reliant Energy Reliant Energy, Inc., based in Houston, Texas, is a non-utility, retail and wholesale electricity provider. In Texas, it provides service to nearly 1.9 million retail electricity customers, including residential and small business customers and commercial, industrial, , Bio-Rad Laboratories, Hewlett-Packard, IBM, United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. Postal Service, AmieStreet.com, Progressive Hydraulics, Inc., Golden Rule Insurance, and Starwood Hotels. The 3-Step Voice of Customer Relationship Marketing Process [R] is a registered trademark of Ernan Roman Direct Marketing |
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