Ben Bridge Jeweler says NSB's CRM solution success with in-store shows
19 May '05
7 min read
“Thye very respectful of rules governing unsolicited phone calls,” says Montgomery. “They pass phone lists to our stores so our associates can follow up every direct mail campaign, but customers who have not made a purchase in the last 18 months before a list is created are flagged as 'do not call.'” “We're also careful to protect the privacy of our customers,” Montgomery continues. “Our collateral does not reveal specific purchase information to anyone within a household who may not have been the recipient of that gift. They target propensities to purchase with our lists, then provide general show or event information within the invitations.”
CRM: One of the keys to success
It's clear that the service and professionalism provided by Ben Bridge Jeweler's highly trained, long-serving associates have been key factors in the company's success.
But it's also clear they are supported in their roles by NSB's CRM system.
“Since They implemented Connected Retailer CRM in 2000, the system has improved our productivity,” says Montgomery. “I have been able to substantially reduce the time I used to spend on CRM functions, while still getting the results They need to support our success.”
Montgomery continues, “The real value comes from being confident They an get our mailings in front of the right people at the right time on behalf of a specific store or associate. CRM helps give me with the information I need to work with. It lets us atiation I need to work with. It lets us maintain our customer contact and transaction information consistently, from a marketing perspective, and that was our main objective.”
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