Digital Marketing

You won’t find many people in business arguing against the idea that customers should be at the heart of everything they do.

Especially in the modern digital age, much of the talk about business strategy and success revolves around creating the right kind of customer experience, retaining customers and maximising their lifetime value to your company.

It’s little wonder, then, that customer relationship management, or CRM, has become such a hot topic of conversation. CRM is synonymous with a type of business software that combines advanced contact and lead management with omnichannel comms integration, data analytics, automation and more.

As consumers, we all like to feel valued and appreciated by the businesses we spend our money with. Who doesn’t feel a warm glow when the barista at our local coffee shop starts preparing our usual drink the moment we walk through the door, or the staff at a favourite restaurant remember us by name?

Equally, whether we’re shopping for clothes or a new mobile phone or a new car, isn’t it great to have the full attention of knowledgeable, friendly sales personnel who make honest, informed recommendations as we decide what to buy?

In short, we love the personal touch.

Sit down with a marketing professional and ask them to explain the mechanics of brand building online, and you could well be in for a very long answer.

That’s because digital marketing is a complex and sophisticated business. To get it right – by which we usually mean, help a business to make money through any number of digital activities – you have to know your stuff. The skill sets it covers span the creative arts, cutting-edge technological know-how and rigorous application of evidence-based scientific method.