Successful examples of CRM initiatives

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Differences from omnichannel Omnichannel is a method of utilizing all sales channels owned by a company to have contact with customers and lead them to final purchasing activities. There are many types of sales channels for a company, including online and offline, as shown below. online Various SNS (X (formerly Twitter), Facebook, Instagram, official LINE, etc.) Newsletter Web Advertising Owned Media Corporate website E-commerce website Your app off-line Physical store Store sales catalog Paper direct mail Folded flyer Call Center In terms of "having many touch points," it may seem like the same concept as OMO.


However, omnichannel is a concept that aims to increase china telegram database touch points from a "company perspective" and encourage customer purchasing behavior. On the other hand, OMO places emphasis on the "customer perspective" and does not distinguish between online and offline, but instead aims to improve the entire customer experience, from awareness to post-purchase follow-up. Benefits of incorporating OMO into corporate activities Benefits of incorporating OMO into corporate activities By incorporating OMO into your business activities, you can realize the following benefits: Increase customer satisfaction by providing products and follow-up services that meet customer needs.


Increase retention rates and maximize LTV Reduce lost sales opportunities Unify your company's brand image Increase customer satisfaction by providing products and follow-up services that meet customer needs. Providing products and services from the customer's perspective will lead to increased satisfaction. OMO centrally manages a wide range of customer information, both online and offline. Examples of centrally managed information include the following: Customer basic attributes (name, address, age, gender, etc.) Information about purchased products and services Purchase amount so far Repeat count Inquiry history via phone, email, and official LINE What I talked to the salesperson at the store Number of visits to physical stores In-store behavior history By managing the above information in a centralized manner, you can provide optimal suggestions and follow-ups based on the current needs and situation of your customers, regardless of the channel you use to contact them.