Huge's CRM practice optimizes the relationship between user and brand through the entire customer lifecycle, ensuring every interaction is highly personalized and relevant.
Our CRM work covers the entire process, which includes establishing a CRM vision; building a business case for CRM; customer data and technology assessment and recommendations; vendor selection; strategic roadmapping; communications planning; and organizational planning. The result is the defining, implementation, and management of the full ecosystem for segmented user interaction, spanning paid, owned, and earned media across digital and physical channels. Other CRM specializations include:
- Loyalty Programs: We create customer loyalty programs that build lifetime value and increase Net Promoter Scores. For service companies, we work to lower churn and increase upsell; for product companies, we find moments, messages, and incentives to stimulate repeat purchases. Our loyalty work spans program mechanics, digital experiences, and communications across email, mobile, social, point-of-sale, and other channels.
- Customer Service: Digital can be a highly effective customer service channel, and can lower customer service costs by shifting queries from phone and in-person to digital self-service. We work with companies to define a holistic customer service strategy, and then create digital experiences designed to increase customer satisfaction while lowering customer service costs.
- Customer Data: With the ubiquity of data comes the challenge of corralling, cleansing, and analyzing the data to make it manageable. Our data science and business analysis capabilities allow us to help brands develop data management platform (DMP) strategies and implementation that grow with a brand across its entire lifecycle.