Blog Post

Never say GOODBYE - How to re-engage CRM Marketing non responders

Julie Stead-Connor • Aug 20, 2020

How are you treating non responders?

As you build any form of CRM Marketing programme, over time, you might find that your engagement metrics fall away. This could be for lots of reasons, but the most likely is that you are no longer as relevant to some or all of the recipients. So keep an eye on your non responders and do something about them – so they don’t impact your metrics.

I have worked with companies who had systematically binned non-responders after a set period of time. But in my experience, working a bit harder to keep them can be more valuable than setting an arbitrary cut off date.

It’s right to take the non responders out of your main CRM Marketing campaigns to retain their effectiveness.

But you spent a lot of money recruiting these valuable customers, so make sure you have tried hard to engage them, before you say goodbye.

There could be all kinds of reasons why they have stopped responding and understanding this will stop you losing a valuable lead or customer who with the right stimulus could continue to be a good customer longer term.

So here are my 4 simple tips for managing CRM Marketing non responders:

1) Split them away from your responders to protect your metrics

2) Do something different to see if this alone will stimulate engagement

3) Ask them if their needs have changed and respond accordingly

4)Or through a systematic approach to content rotation. Learn what engages them.

If you are using segmentation, it could be that the stream they are in is no longer as relevant to them and this is why they are not engaging.

The last 2 options are not particularly quick fixes, it will take time to build your knowledge and modify your communications to re-engage.

But, whatever you do, unless they specifically request an unsubscribe, don’t ever say goodbye. Flag them as unresponsive and periodically communicate with them, to try retain your brand relationship and entice them back into purchasing from you. At the very least they could be a valuable source of information from a research point of view as to the efficacy of your brand for specific groups or life-stages..


CRM MARKETING BLOGS

Churn Models need to be tested properly
by Julie Stead-Connor 27 Feb, 2024
In this blog we will explore why most churn models fail and how to interpret and use them to improve your retention rates
Customer Relationship Marketing is the strategy that creates emotional connections with customers
by Peter Rivett-Jones 28 Nov, 2023
Customer Relationship Marketing or CRM Marketing is the strategy and activities adopted by a company to create emotional connections with customers. By creating communications, content and experiences, relevant to their needs or interests it increases long term customer value.
Improving email conversion performance gives you more people to influence longer term
by Julie Stead-Connor 15 Nov, 2023
This blog is all about how to improve Email Marketing Conversion. It covers areas such as triggers, segmentation, testing and interactive experiences. Mastering the art of conversion and understanding what and when to change your strategy is a key part of achieving better email marketing performance.
Reach And Frequency Are Key Drivers of CRM & Email Marketing Performance
by Peter Rivett-Jones 14 Nov, 2023
Reach And Frequency Are Key Drivers of CRM & Email Marketing Performance. Don’t pursue campaign-level metrics at the expense of total revenue and brand growth. Talk to as many customers and prospects as possible, as often as possible, in a relevant way.
25 Ways to Improve Your Email Performance.  From open rates to click through rates and conversion.
by Peter Rivett-Jone 07 Nov, 2023
The CTR is a critical part of the digital sales funnel and according to research email click through rate is the most important email marketing metric. There are many ways you can improve your click-through rates and we’ve put together 25 quick tips and pointers on some of strategies, tactics and levers that you can employ, improve or change to bring you success.
Improving Open Rates for emails is the first step in optimising performance
by Julie Stead-Connor 03 Nov, 2023
Email open rates may be less reliable, but they are still a vital and relative measure as to the performance of your programme. Follow these simple tips to use the insight derived from your openers to drive more engagement with non openers and increase business revenue overnight.
CRM Advertising - the fusion of CRM and PPC advertising
by Julie Stead Connor & Peter Rivett-Jones 21 Sept, 2023
CRM Advertising is a digital marketing paradigm shift that harnesses CRM data to radically optimise PPC. Fusing the breadth, quality and insight of your CRM data (zero and first party data) and your PPC advertising know how is the ideal replacement for third party cookies and deliver campaigns that capture attention and lead to conversions whilst increasing customer value and success
When Marketing became Management, CRM became software not strategy
by Peter Rivett-Jones 31 May, 2023
When the M in CRM changed from marketing to management CRM became software not strategy. CRM is about a company or brand creating an emotional connection with its customers.
Ten Tips To Improve Your Customer Loyalty Programme
by Peter Rivett-Jones 30 May, 2023
Ten Tips To Improve Your Customer Loyalty Programme. A strong loyalty programme will connect emotionally with your customers, improve retention and grow lifetime value
Here's what to do to ensure performance marketing doesn't reduce customer revenue
by Julie Stead-Connor 03 May, 2023
Using Performance marketing to refine customer communications is the right thing to do for profitable campaigns, but too much focus on reducing CPA, CPO, CPC could be costing you sales right now!
Show More
Share by: