Having established a usable, interactive and highly effective digital media environment, you have to start "sweating the asset"!! What tools do you have available to start driving greater interaction between your customers and the products and services you are selling? One of the most successful areas is the practice of CRM, and using it in a digital media channel (hence e-CRM).

The Digital Business has had experience with dealing with world leaders in the development and implementation of the latest e-CRM solutions, some of which have proven time and again to drive phenomenal response rates.

Everyone knows that it is much better practice to retain an existing customer than acquire a new one, but the fundamentals of e-CRM involve liaising with customers in the right way at the right time, through any kind of digital media, regardless of the stage they are at in the lifecycle. For example, attracting new customers, maintaining, servicing retaining or defending existing customers, or cross-selling and up-selling to them.

To increase the value of your relationship with a customer, you have to know more about them. Relying just on offline relationships or interactions as customers choose to deal with you online means you miss out of significant opportunity to interact, and thereby capture information, learn from this and hence develop, for example, improved services. This can come through using tools that can give personalisation of offers, data registration capabilities and customer insight management.

The Digital Business can demonstrate high value commercial gain in implementing these systems, by bringing together the world of data and CRM systems for your offline traditional businesses and your Content Management and digital media solutions to enable highly personalised and targeted messages to be delivered.