Brands We Work With
How CRM Supports Your eCommerce Brand’s Growth
CRM is not just about using marketing channels. It's about understanding your customers' behaviour at all stages of their journey, from search to purchase. This knowledge can inform strategies to improve every aspect of customer experience.
Analysing how customers interact with your business and understanding what they like and what they buy, you can get to know them better. This helps you personalise your marketing and website content to make shopping with your brand easier for them. CRM data can also be used to find new sales opportunities, predict what customers need and solve problems before they happen.
CRM helps you build stronger relationships with your customers, which makes them more loyal and helps your business grow. Using existing data and insights creates a customer-first approach that sets you apart from your competitors and leads to long-term success.
CRM Success Stories
Tailored CRM Strategies To Meet Your Goals
Effective CRM is about understanding customer needs and behaviors and using that information to create targeted and personalised experiences. It's about building relationships, fostering loyalty, and ultimately driving sales and business growth.
For businesses that lack in-house CRM capabilities, customer data can be used to determine which automations and segments will drive the most value. This involves setting up highly targeted flows, reducing reliance on broadcast messages, and improving the customer experience.
For businesses with an in-house CRM lead, the focus would be on optimising the existing suite of automations and identifying areas of opportunity that may not have been explored previously. This could involve refining existing automations, developing new ones, and finding ways to better segment customers for more targeted messaging. CRM can be approached in two distinct ways, similar to search:
Brand-Led CRM
This approach is a response to the daily pressures of business. It's focused on short-term, business-as-usual (BAU) campaigns that highlight products and brand messaging while also being reactive to external factors. Examples include email campaigns for new product launches or SMS messages informing customers about site-wide promotional campaigns. This approach is more about immediate sales and brand awareness.
Non-Brand CRM
This approach prioritises the individual needs of the customer. It's a longer-term strategy that's informed by customer demand data across their entire journey. An example would be a complex automation flow that uses multiple channels to encourage a customer to make their first purchase. This approach is more about building relationships and fostering customer loyalty.
By combining search data with customer behaviour analysis, strategies can be developed to cover both of these approaches, depending on the specific business requirements.
What Our CRM Clients Say
"Amelia is a fantastic CRM Manager who was instrumental in launching our loyalty program and shaping key customer metrics like LTV and CAC. She has a great mix of strategic thinking and analytical skills, always finding ways to improve customer engagement and retention. Beyond her expertise, she's a pleasure to work with - collaborative, proactive, and focused on delivering results."
Tim Bollans, Senior Digital Marketing Manager at Belstaff
"Working with Amelia was a pleasure, she’s very reliable, proactive, and a true team player. She brings a positive attitude and makes sure things get done—no matter the challenge. She always sees solutions, and that mindset made a huge difference. When her company transitioned to a new CRM, she made sure everything stayed on track, coordinating all the moving parts like a pro. Anyone would be lucky to have her on their team."
Gabriel Bashe, Product Manager at Voyado
"Amelia’s a rare breed. A truly passionate and data driven CRM expert with the soft skills to bring it all to life for even the toughest, most cynical, (and non data led) audience. And a track record of delivery of those promises to boot. Even though our working time together was relatively short, I was hugely impressed with her and especially her drive for automation and optimisation of the Crew CRM programme - to drive that all important, ever increasing need for better performance across both short term commercial trade and longer term audience value."
Richard Jones, Director of Engagement Marketing at Tide
Why Choose NOVOS?
NOVOS occupies a unique position in the market. By combining our expertise in search with insights into customer behaviour, we can ensure that your content aligns with the customer lifecycle journey. This, in turn, informs both your email and SMS automation strategies, as well as provides website content recommendations that are specifically tailored to the needs of your customers.
By analysing both the search demand within your industry and the behaviours specific to your customer base, we can offer actionable suggestions to enhance your customers' experience at every stage of their interaction with your brand. This ensures that your content is not only relevant but also optimised to meet the expectations and needs of your customers, leading to increased engagement and conversions.
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