Know them to hold them
The more you know about your audience the more accurate you can be when engaging, triggering, and calling them to convert. The opportunities are limitless, with our expertise as a CRM agency in Hong Kong, our capabilities to deliver real-time feedback and optimization to leveraging predictive models to estimate the entirety of a customer’s lifecycle, to enhanced lookalike audience discovery for potential customers. The next step is to incorporate marketing tactics that employs these understanding and turning it into conversions. An effective CRM agency bridges the gap between business and customers, and the information from the CRM allows you to peer into the daily lives of potential customer and a better perspective of the customer journey. By joining force with Prizm, Hong Kong's top CRM agency, you can now truly engage them at the right time with the right message.
What is Customer Relationship Management (CRM)?
Customer Relationship Management, best known as CRM, is a comprehensive set of process and technology utilized to manage and optimize customer relationship throughout the customer lifecycle. By aggregating customer data – from basic info like name, contact information, and company website, to purchase patterns and preferences – across different channels in one place, CRM helps brands understand customers better by enabling optimal consumer behavioural tracking, thus streamline sales, marketing and customer support activities to enhance service quality and provide the best possible customer experience.
Despite having the three basic functions of collaborative, operational and analytical, CRM technology is further divided into two types, namely on-premise CRM and cloud-based CRM. On-premise CRM, on one hand, requires users to host the IT infrastructures with the company’s own servers; while cloud-based CRM is on-demand with data stored on a remote and external network that users can access whenever they have internet connection, which is also more flexible.
Whichever CRM agency or system you opt for, a good CRM allows seamless external product integration, such as commonly used email systems and office applications, to reduce frictional set-ups. It should also be well optimized for tablets and mobiles for users’ easy access on-the-go.
CRM in Hong Kong
With the global CRM market growing at a compound annual rate of 6% a year, an integrated CRM solution is essential to take the customer engagement experience to the next level. In Hong Kong, CRM is commonly applied to B2C and retail industries that big brands like MediLASE and Aptamil are already privileged by the use of it.
For example, MediLASE, the recognizable hair removal and skin caring Hong Kong brand, saw sales lift and positive customer relationship with the intelligent CRM developed by Prizm. Prizm’s Hong Kong CRM system helped MediLASE dispatch silos data by centralizing customer data such as preferred visit time and service, purchase pattern and customer value. The solution, with ecommerce, WhatsApp and Facebook chatbot incorporated, saved MediLASE’s hassles of manual marketing campaigns and was able to serve the client at the right time with the right channel, hence improved conversion rate.
Aptamil, the household brand of baby powder in Hong Kong under Danone, also adopted Prizm’s customer-centric Hong Kong CRM system. With paramount behavioural data collected throughout different consumer touchpoints via the consolidated Apta Wallet platform, Aptamil was able to streamline promotions, value-added technologies and services and accurately predict future consumer activities by detailed labelling and RFM segmentation. Ultimately, Aptamil’s ecommerce sales was increased by 43%, while member stickiness was increased by more than 23% and member recruitment surged by 130%.
Pairing with an experienced CRM agency in Hong Kong for your Hong Kong CRM strategy is pivotal in connecting the dots for your business success. A good CRM agency designs your CRM strategy comprehensively, analyzes your customer data and offers valuable market and consumer insights on how to enhance the overall customer experience from online to offline with loyalty programmes.
Relationship between Customer Relationship Management (CRM) and Customer Experience (CX)
While customer experience refers to the forefront of how customers engage with your business, CRM is your factory, by suppling information on what a customer looks like to the company. In order to fulfil satisfactory customer experience, every customer interaction should be optimized. A CRM technology or CRM agency centralizes record of in-depth customers’ personal and behavioural data, so that brands are able to create a stronger personal relationship with customers and offer them the right products or services they need, hence providing good customer experiences.
As one of the leading CRM agency in Hong Kong, Prizm has a dedicated CRM team to strategize your Hong Kong CRM implementation, identify any pitfalls along your customer lifecycle, and streamline your sales and marketing for more leads and long-term customers.
Why do you need a CRM agency?
Launching a new CRM project can be risky if you don’t have the expertise. A good CRM agency uses their experience to take your hassles off to select, implement, and manage the most cost-effective CRM solution. Prizm, a top CRM agency in Hong Kong, segregates audience data, delivers real-time feedback and optimizes brands’ customer lifecycles across industries, which is as well leveraged to forecast consumer patterns in the future. With our Hong Kong CRM agency expertise, informed actions are taken with accurate audience targeting, resulting in higher conversion rate and lower sales cost.
With a comprehensive scope as a Hong Kong CRM agency, Prizm also helps to bridge the gaps within the entire organization, especially between sales, marketing and operation departments, by modernizing and transparentizing the communication flow. Sales and marketing associates can track better of the customer funnels for improved marketing tactics and more sustainable customer relationship; operation team is able to know how people interact with the brand at different touchpoints and solve customer query more efficiently for better customer retention; while inventory department will understand better about their buffer stocks for enhanced productivity.
Single Customer View & Implementation
If data is the core in social CRM, then the insight is the essence. A single customer view is the concept of providing a complete overview of a customer’s demographic, interactions, behaviors, and preferences with a brand. Analytics is what makes the data become actionable. Our in-house data team will support our clients to process and formulate RFM models, statistical correlations, to sales funnel assessment and highlight key intelligence to implement in your business and marketing campaigns.
After setting up the various channels for customer data collection, and dividing the database into smaller and defined categories through the process of segmentation, it is time to activate marketing automation for the business.
As one of the top CRM agency in Hong Kong, we all understand the importance of CRM marketing and how it enables us with the insights acquired to better target at our customers with personalised message, now the key is how do we streamline the tasks to achieve high scalability and efficiency. Marketing automation is a set of CRM technology as well as workflows that enables automations in areas such as bringing in new leads, nurturing leads, and ROI measurements.
Many marketers may see marketing automation tools as “salves” to assist them to take care of repetitive tasks such as blasting out newsletter, membership status update, and loyalty program promotion. An effective strategy requires CRM agency in all parts of the world to take on a holistic approach to craft out the entire customer journey, increasing communication channels (such as social, chatbots etc., and not limited to email), utilising behavioural data to fully customise the marketing activities. Prizm, as a responsible CRM agency in Hong Kong, aims to get the most out of the automated communications instead of customers feeling resentful or irritated.
SAP Marketing Cloud
Prizm is a SAP Customer Experience product (Marketing cloud) partner, and was awarded the SAP C/4HANA partner of the year in 2019. With a comprehensive understanding of the product, we assist clients in project planning, design and implementation of the software.
The features of the SAP marketing Cloud include
- - Marketing planning
- - Marketing lead management
- - Marketing automation (inbound & outbound marketing)
- - Integration with multiple marketing channels
- - Customer group profiling & segmentation
- - Analysis of customer journey & performance
- - Predictive analysis of trends and forecast
We also have experience with SAP Sales Cloud, SAP Service Cloud, Hubspot CRM Suite, SalesForce and Adobe Marketing Cloud.