How will customer management change

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Because the cost of acquiring new customers is high and this results in lower profit margins, it is more important to retain existing customers than to acquire new ones. "The 5:25 Rule" The 5:25 rule This is the law that if you reduce the rate at which existing customers leave by 5%, your profit margin will improve by 25%. Reducing the probability of customers leaving and increasing sales to existing customers is considered important for increasing a company's profits in the medium to long term.


These three laws are not based on logical logic, but are common croatia telegram database business wisdom born from past experience. I hope you can now understand why the idea and strategy of CRM, which builds relationships with existing customers, is important for sales and profit growth. However, the reality is that many of the e-commerce companies that consult with us are focusing on efforts to acquire new customers, but are not able to actually promote CRM. For example, in the health food e-commerce site that I am in charge of, 34% of all customers are active customers who have made a purchase in the past year.


In another cosmetics e-commerce site, the number of active customers is only 17%. Despite making daily investments in measures to acquire new customers, the lack of a "CRM = medium- to long-term perspective" means that progress in building medium- to long-term relationships is slowing down, resulting in delayed growth in sales and profits. Lost opportunities due to dormant customers (per year) The basis for promoting CRM is "data utilization" Data is the foundation for promoting CRM. It is often said that "you can't improve what you can't measure," but we often come across cases where companies are falling behind in their efforts to implement CRM measures because they are unable to understand from "data" whether they are building medium- to long-term relationships with their customers.