Boost Sales with Personalized Experiences: Watch Puma's CRM Strategy

In today’s highly competitive market, PUMA leverages on customer relationship management (CRM) to boost customer satisfaction and loyalty, which are fundamental pillars of increased sales, market share, and sustained lasting value. Its CRM tool transcends its purpose beyond sales and marketing to encompass various touchpoints such as customer service, social media etc which sheds light on a transformative approach in targeting the emerging generation of consumers. This enables the brand to customise marketing strategies based on their preferences, managing data and expanding on their product portfolio to foster sticky customer relationships.

As the Head of eCommerce, Ankit Madhogaria shares his insights on how to nurture brand advocacy amongst their customers, and segment them based on online and offline behaviour. By diving into powerful metrics used to track success and optimise campaigns, brands can tap into creative ways to grow lifetime value of their existing customer base with personalised promotions and social advertisements.

He further unravels,

• A centralised CRM system to track customer interactions across all channels – Imagine a 360-degree panoramic view of your customers, allowing you to personalise their experience and boost sales!
• Optimising creatives to boost click-through rates (CTR)!
• Finding the sweet spot between pumping in investments on digital marketing efforts through social advertisements and weighing their returns!
• Leveraging on historical data based on the various countries that their customers reside in, building effective communication with them in the relevant markets.
• Embracing a continuous learning approach in finding ways to drive organic growth whilst keeping up with customer changing patterns.