Using CRM Channels to Build Complementary Experiences

Natalie Fitch, founder of Loyalty Consulting, spoke about the use of effective customer relationship management channels to build exclusive, complementary experiences. She points out that brands usually set goals or come up with strategies that are product-focused, rather than customer-focused. Natalie highlights the importance of utilizing CRM channels effectively to tailor customer experiences, which leads to customer retention and loyalty.

 

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