Wednesday, April 27, 2011

Facilitate CRM Cycle with Thank You Emails and Invitation Emails


Some companies carefully communicate directly to loyal customers. And some companies struggle over managing the data of emails sent to customers (who, when, what?). We suggest to these car dealers, hair stylists, dentists, etc., trying a Cloud-type workflow system. This might help efficiently managing customer status.

<Tasks>
0. Register New Customer, 1. Invitation Email, 2. Shop Visit Log, 3. Solicitation Email


[Invitation Email: "2. Shop Visit Log" screen]


<Process Data>
  • Title <Name>
<<Customer info>>
  • String: Name
  • Date: Date of birth
  • String: Tel
  • String: Tel (sub)
  • Select: Gender (male / female / unknown)
  • String: Email
  • String (Text Box multiple lines): Address
  • Select: Loyal customer rank (S / A / B / C / D)
<<Invitation>>
  • User: Sales
  • Date: Most recent visit
  • Date: Next solicitation date
  • String (Text Box multiple lines): First thank you email [task 0 and message start event]
  • String (Text Box multiple lines): This time's invitation email [task 1&3]
  • String (Text Box multiple lines): This time's thank you email [task 2]
<<Control>>
  • Select: Control (Thank you note & invitation task for next time / Only invitation task for next time / Delete from loyal user list): [task 2]
  • Discussion: Internal correspondence

In today's workflow sample, we aren't concerned with analyzing RFM or LTV. This is a workflow for making sure you send those thank you notes and invitations without fail. Loyal customers rank companies from S to D intuitively. This is legitimate CRM. You can record basic customer information such as name, address, gender, DOB, tel, email, as well as additional information such as most recent visit and next invitation date.

RFM: Recency, Frequency, Monetary
LTV: Life Time Value

[Searching Processes]