One-Stop Solution

We will realize the shift from communication using multi-channels with customers to loyal customers in one stop.

Customer Analysis

We analyze customers’ behaviors, which are the base of communication with customers, and design communication plans.

Customer Journey - Multi-Channel

We identify customers’ insights and analyze their behaviors by using various types of data and build customer journeys.

Customer
informationtarget
analysis contents

We deeply analyze the target segment, which is already possessed by your company, as well as relevant data

MWG
Truth About

We identify customers’ insights by utilizing the data of various studies conducted by the McCANN WORLDGROUP
(The study scope is vast, including Truth About Youth, Social, Shopping, Mom, Seniors, etc.)

SNS word-of-mouth analysis

We utilize word-of-mouth tools, collect information regarding your brand through Twitter, blog, etc., and utilize the information to identify customer insights and analyze behaviors

*After the hearing and discussion of the contents of the activities conducted by your company, we will finalize each item and formulate the business requirement definition form.
Due to the fact that we consider each item as necessary depending on the contents of CRM, not all items are necessarily included.

Communication Strategy

We propose the communication strategy suitable for your company as well as measures by clarifying and analyzing all customer behaviors.

Customer Journey Output Image - Multi-Channel

CRM Solutions - Formulation of the Business Requirement Definition Form

1. CRM introduction objective

We organize the objective of introducing CRM. We especially clarify “what” of customers should be managed. There can be more than one objective, but it is necessary to prioritize them

2. CRM introduction goal

What is the specific goal marketing KPI? Is it the number of members? Is it the member active rate? Is it the sales? This goal setting will be the focus when we consider the program

3. CRM introduction
concept development

We develop CRM concept based on the CRM objective and goal. (Some examples are: “Always cheap”, “promote revisits”, “promote re-purchases”, “have them visit both the store and EC”, etc.)

4. CRM target

We decide the CRM target. Personas of customers, whom the brand treasures the most, are often used in principle. The communication device, frequency, and contents are considered based on this target.

5. CRM program summary

Definition of the basic CRM scheme. We consider whether or not to use the point program, utilization of a grading system, and offer contents

6.Business/cost simulation

We simulate how much cost can be spent on the program.
Since investments are often made in advance in the beginning of the introduction, we consider how many years ahead will be the break-even point or if the cost will be included as part of the expenditure in the future

7.Transformation of purchasing customers’ behaviors through CRM introduction

We consider hypotheses of the transformation of psychological/physical behaviors of customers that the company expects from the CRM introduction

8. Incentive

We consider the concept of incentives given to customers according to the defined concept, division of “monetary”, “convenience”, and “psychological” incentives, possible incentive examples at the time of introduction, provision method/provision timing of various incentives (at the time of purchase/provided later/mailed later, etc.)

9. System

We consider not only the web structure but also the link with POS as well as links with other systems

10. KPI

We consider the KPI proposals by using the goal under 2 and the simulated number under 6. This can simply be xxx,xxx in terms of members or xx% in terms of the active rate

11. Roadmap

1-3 years are required after the introduction especially if the introduction is made in phases

12. ISSUE

In case CRM is implemented, we organize the issues that are currently clear

*After the hearing and discussion of the contents of the activities conducted by your company, we will finalize each item and formulate the business requirement definition form.
Due to the fact that we consider each item as necessary depending on the contents of CRM, not all items are necessarily included.