Overview

The Online Now Customer Relationship Manager (CRM) is the glue that pulls together your online presence. A marketer's dream, it has been developed to give you insights and knowledge on how your customers and prospects are interacting with your website, in turn allowing you to communicate a more relevant, effective marketing message.

The CRM allows you to create accounts that are specific to your business. The information that each company finds relevant varies significantly and with our custom solution you will be able to easily update these fields as your business grows.

Now you can begin populating your accounts. You can import data in a Excel CSV, add it directly through the Online Now Business Platform or even have your clients/prospects update it directly through your website. Lets look more into accounts.

Our account profiles show a person's location. When we have an in store tasting we use CRM to search for all customers in that area and inform them of the upcoming event through a personalised email.

Accounts: Create Detailed User Profiles

An account is simply a profile that you can create. Whether the end user is a prospect acquired through a website form, an existing or previous customer, a member or simply a contact you can now collect comprehensive information about them and their online activities all in the one place. What type of information?

Extensible profiles

With CRM you can add extended profile criteria that can be updated internally or by the end user themselves. You can have as much or as little information as you need, requesting details that are important to your business. This could include things like company name, company location, primary contact and product of interest for example. What do I do with this data now?

Segmentation: Which way will you slice your data?

You can now use searches on profile information and activities. This could include if they have opened or clicked a previous email of if they have made a purchase through your online store. You could also start to look at targeting prospects based in a specific area, or who enquired about a particular product. This segmentation ensures that you can then communicate a very targeted relevant message.

Personalisation: How personal do you want your email to sound?

The CRM integrates seamlessly with your Email Campaign Manager, allowing you to personalise your emails with any information stored in the end user’s profile. Take the location for example. You may have a upcoming eveny in Sydney and Auckland, you could easily pull the location field to read "See you in Sydney" for you Sydney clients and "See you in Auckland" for your Auckland clients.

We use the segmentation tool to find customers that purchased the 2009 and 2010 Olive Oil. We then send them a personalised online only offer promoting the 2011 release.

Conclusion

The new CRM product is about pulling information together and allowing you to utilise it in your ongoing marketing and sales activities. The number of uses between differenrt businesses is vast, for a personalised discussion on how it could help your business specifically, contact a website consultant.