The digital world is changing fast. Platforms we once thought were just a means to get through lockdown, have become a powerhouse of content (we’re talking to you TikTok). And as the number of platforms grows, so does the pressure on brands to stay relevant in this ever-changing, competitive landscape. 

Multi-channel CRM is about reaching your customers and prospects through different channels, giving them a consistent and super personalised experience. It's connecting with them wherever they are, making sure you're meeting their needs and tastes. Plus, it's a goldmine for gathering feedback and data that can help you boost satisfaction, loyalty, retention, and revenue. Read our top 5 reasons why a multi-channel CRM strategy is vital to your brand’s success. 

#1 Increase your reach with a supercharged brand presence

This one might sound obvious and that’s because it is. Adopting a multi-channel CRM strategy will increase your brand’s exposure and help you connect with more people. If your target audience encompasses multiple age groups, for example, they will likely spend their time on different platforms. By actively engaging with customers across multiple channels, you can cast a wider net to appeal to more people. Additionally, a multichannel strategy increases your brand’s discoverability among prospective customers—essential for business growth.

#2 Stand out from the crowd with boosted brand recognition 

The more brand recognition you build, the more trust you gain from your customers. This is a desirable ingredient for developing loyalty that can give you a competitive edge. When considering how to push brand recognition, consistency is key. Your brand should present a uniform message across all channels to establish an identity that feels familiar to your audience. The way you instill this recognition could be through a distinct tone in your messaging, or through consistencies in your design.

Industry inspo: Grind coffee and its dusty pink legacy is the perfect example of how something as simple as a colour can define a brand’s identity. 

#3 Converse with new and existing customers where they already are 

No one wants to feel like they are being marketed to. A multi-channel CRM strategy means you can meet customers where they are already spending their time and make the experience feel less like a transaction and more like an interaction. This creates a greater opportunity to appeal to your customers' specific needs within specific situations, in turn making them feel understood by your brand and more likely to take an interest. 

Industry inspo: It’s no coincidence that you’ll find an abundance of billboards for holidays and job websites on commuter trains.

#4 Make life easier for your customers with an improved experience

Interacting with your customers across various channels demonstrates that you want more than their money. Instead, you want to spark conversation by appealing to their emotions through entertaining or informing them or solving their problems. This means not only expanding your marketing channels but also your content with materials such as blogs, newsletters or long-form videos. By increasing your multi channel presence you give your customer the freedom to engage with your brand from their platform of choice. 

By increasing your presence across marketing platforms you give your customer the freedom to engage with your brand from their channel of choice. 

#5 Turn knowledge into power aka creativity and personalisation 

To meet the needs of your customers, you first have to understand them. Taking your marketing multichannel is a surefire way to unlock useful data that can help you do this because it creates the opportunity for testing. By comparing key performance metrics across your chosen channels, you can gain a better understanding of where your customers are engaging with your brand. This can not only guide marketing budgets but also gives you the insights you need to tailor your marketing materials through personalisation - creating scope for more creativity.

There’s no doubt that a multi-channel CRM strategy provides the recipe for meaningful connections, allowing you to put your brand front and centre in the minds of both new and existing customers. If there’s one thing to remember, however, it’s that quality trumps quantity.

Need a hand? Drop us a message to discuss how our boutique team of CRM strategists and brand, design, copy and code experts can help.