Your CRM Strategy is Failing: Here's Why | Mastering CRM Strategies for E-commerce Success | Reach for Growth Podcast @Reach4Growth
In this episode of "Reach for Growth," host Gamal goes deep into the world of CRM with a special guest Uzair Hamid , exploring how CRM strategies can impact e-commerce and D2C businesses.
Discover the shift from attribution to incrementality, the future of CRM with AI, and how to maximize retention and customer engagement through personalized marketing approaches.
Whether you're a business leader or just starting in CRM, this episode provides actionable insights to help you drive growth in the digital landscape.
Don't miss out on expert tips and trends in CRM for e-commerce.
About the Guest - Uzair:
Uzair is an experienced CRM expert with a diverse background in both B2B and B2C sectors. Starting his career as a data analyst, Uzair transitioned into CRM, where he has worked across industries such as FinTech, SaaS, e-commerce, and logistics.
Uzair expertise lies in driving customer engagement and retention through data-driven CRM strategies, marketing automation, and personalization. With a strong focus on creating scalable and modular CRM systems, Uzair helps businesses improve incrementality and optimize their customer journeys.
Connect with Uzair on LinkedIn: https://www.linkedin.com/in/uzairhamid/
DXB CRM Newsletter: https://www.linkedin.com/newsletters/crm-dxb-6989854789849239552/
WHO AM I?
↳ If we haven’t met before - Hey 👋 I’m Gamal, the Director of Growth Marketing of the Sports Division at GMG. With over 12 years of experience in e-commerce, digital marketing, and performance marketing across the MENA region
↳ My deep understanding of retail and e-commerce, combined with my ability to lead teams and solve complex problems, has positioned me as a key player in driving digital transformation and growth for the brands I manage.
↳ My passion for performance marketing is reflected in my efforts to build a community of experts who are dedicated to continuous learning and authentic growth in the industry.
👨💻 Follow me on Linkedin: https://www.linkedin.com/in/mgamal07/
💌 Join Reach 4 Growth Newsletter my weekly email where I share what I’m reading, learning and thinking https://www.reach4growth.com/
⌚️Timestamps:
0:00 - Introduction: Host Gamal introduces the guest Uzair and the topic of CRM.
0:30 - Guest introduction: Uzair shares personal experiences, including challenges with moving and time management.
1:00 - Uzair's career journey: Transitioning from data analyst to CRM expert, with insights on B2B and B2C experiences.
2:30 - Discussion on B2B vs. B2C CRM: Differences in strategy and approach between B2B and B2C CRM.
3:50 - Common mistakes in CRM for e-commerce: Misunderstandings around attribution, incrementality, and the role of CRM in driving revenue.
6:00 - Expanding CRM beyond marketing automation: Importance of integrating loyalty suites and personalization tools into CRM strategy.
7:20 - Importance of data validation and deliverability: How CRM should focus on accurate data and deliverability to drive success.
8:40 - CRM timelines and expectations: How long it takes to build a successful CRM strategy (at least 2 years) and managing expectations around quick wins.
10:30 - Balancing experimentation with business goals: Allocating resources for CRM experiments while maintaining steady business performance.
12:20 - Personalization vs. mass communication: Importance of deeper personalization beyond names and basic data in CRM channels.
13:50 - Impact of product viewing on first purchase: Insights into how viewing 10 SKUs increases the likelihood of a purchase.
16:10 - CRM's role as the data guardian: How CRM teams can help drive acquisition and retention by leveraging data insights across multiple channels.
18:00 - Avoiding cannibalization between CRM and paid channels: Strategies to prevent overlap and ensure effective budget allocation across campaigns.
20:00 - Setting clear CRM campaign objectives: Importance of defining objectives and segmentation to prevent channel cannibalization.
22:00 - Using attribution models effectively: Navigating attribution and incrementality challenges for CRM, especially in FinTech and e-commerce.
23:50 - Mentorship and self-learning in CRM: How junior CRM professionals can differentiate themselves by questioning KPIs and processes.
25:00 - Future of CRM: AI-driven content creation and modular CRM systems that provide flexibility for businesses.
27:00 - Wrap-up and how to reach Uzair: Uzair provides contact information and reflects on the discussion.
#crmsolutions #EcommerceGrowth #MarketingAutomation #AIinCRM #RetentionMarketing
Mastering CRM Strategies for E-commerce Success