Omnichannel and eCRM

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Omnichannel and eCRM

Omnichannel
and eCRM

They.pl helps brands not only navigate through the digital world, but first and foremost, it steers them through the company transformation, redefining the ways and organizations to contact customers, both online and offline. Our approach to multichannel marketing facilitates solutions and ecosystems that intuitively connect people, technologies and knowledge, based on hard data and across multiple media, resulting in a structure known as omnichannel. It provides for a more effective content creation and grouping, with a greater focus on developing successful strategies, analytics, sales growth and consumer loyalty.

CUSTOMER JOURNEY MANAGEMENT

Throughout the user’s experience with the brand, our strategy of customer journey and customer relationship management comprises four CRM or eCRM areas based on multi-, cross-, and ever so more often, omnichannel:

INTEREST

The user’s interest
in the brand

IDENTIFICATION

Identification of the user’s
needs and habits

DELIVERY

Delivering the product or service
to the user in the right place
at the right time

SYNCHRONIZATION

Synchronization of multiple
communication channels, unified
across places and devices
used by the customer

INVOLVEMENT IN THE RELATIONSHIP WITH CUSTOMERS

Consumers are aware of their choices and they expect the brand to communicate with them in a highly consistent manner across a variety of touchpoints. Committing yourself and developing a relationship with customers nowadays is a much more complex process than ever before due to the complexity of the modern world, where content is “consumed” on different platforms, with technology evolving so fast that marketing strategies find it hard to keep up with these changes.

Single Channel

Multichannel

Cross-channel

Omnichannel

Today everyone is a digital explorer looking for online reviews and ratings, relations in social media, videos about products, detailed information and comparisons, when already in the store or while heading to it. Our shopping style is changing, and modern marketing strategies, together with the CRM, must be changing with it.

CUSTOMER-CENTRIC MARKETING

The place and channel of communication become secondary to the ever more important need to reach the users online or offline, get their attention and present to them an attractive offer in the real time.

When developing a customer communication strategy, we try to understand and learn, together with our clients, how to build a value for customers. We strive to learn more about customers, their behaviour and habits in order to deliver to them what they actually desire and may find useful – naturally, in the right place at the right time. For eCRM activities we use multidimensional data, create personas and try to make the best possible use of talking to customers or of messages displayed to them.

OUR KNOWLEDGE OF THE COSTUMER

The number of communication channels, forms, touchpoints and the level of their complexity are constantly rising. However, the customer always stands at the centre, expecting user-tailored content and direct communication that will not be lost in the everyday flood of information.
Customers want to receive the information that they expect, and not necessarily the one that the company would like to send to them. This is why it is so crucial to make sure that what we send is what the customer expects, while it remains surprising, exciting and interesting. To this end, knowledge of the customer is crucial.

eCRM AND OMNICHANNEL IN THEY.PL

Artificial intelligence
/ AI driven

They.pl stands
for over 150 online
marketing experts.

We work for 25 brands
from

We build sales
online and offline, helping
you develop your business.

Omnichannel and eCRM

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Omnichannel
and eCRM