Ten FAQs on marketing with your database.
Small firms need to concentrate on exploiting niches that are either too small and specialised for the big boys or too new for a cumbersome large firm to catch on to. A good database should isolate and capture vital details about customers and prospects, enabling better targeted offers to be made. It's called profiling.
What the database is letting you do is draw up a profile of the target customer who is most likely to respond to the offer you are making. You can then sell positively to this customer, and all the others you can identify as having similar characteristics, highlighting the benefits and appeal of your product. This gets you out of the dangerous territory where you have to sell on price, at minimal margins, and lets you market your product or service to a potentially receptive audience.
Of course it can. Segment your sales ledger into product areas, so that when you add new lines or services you can contact only those customers that are most likely to be interested. This cuts out waste, saves time and avoids irritating those of your customers who have no use for the offer. It makes the targeted customers feel special and helps you get closer to them and understand their problems better.
Your ordinary accounts database is unlikely to provide the flexibility you want for sophisticated marketing operations. There are two main advantages you can derive from using a marketing database, and they both require you to be able to manipulate your data and examine it from several different perspectives.
There are many straightforward databases that come bundled with office software packages. Specialised contact management database systems can cost several thousand pounds by the time they have been adapted to your specific requirements. Fully purpose-built database packages can cost even more and take many months to design and implement. Find out as much as you can before taking the plunge.
Most smaller companies will be happy with Microsoft Access, which is a general purpose system, that gives you a very flexible relational database, with no pre-ordained relationships between one piece of data and another. With carefully framed questions, using 'ifs' and 'and/ors', you can view your data from many variables angles, so that it can be translated into useful marketing information. Because it is easy to use and has a straightforward interface for those familiar with Word and Excel, you are not likely to incur any major training costs.
The step up to a more sophisticated customer relationship management (CRM) system allows plenty of scope for customisation; but it's likely you will also have to invest in staff training to reap the full benefits.
The most valuable type of information is data that matches the profiles of your most promising sales targets. While there may be a great range of possibilities here, these criteria can usually be grouped under three main headings.
You may, of course, be looking for a combination of several of these factors.
Inexpensive ways to go about setting up a database from scratch include:
Confirming the quality of the information in your list can be a problem. However, if you take a small random sample from your list (say 5-10%) and check it for accuracy, you can be reasonably confident that whatever you find will apply to the remainder. You can also extend this test process by conducting a marketing exercise with the same sample group. All being well the results will confirm that your data and your marketing method are in line with your objectives.
Clean, up-to-date records are essential, as a badly maintained list is generally unusable after two years. You can check the accuracy of your data using Royal Mail's Mailing List Audit tool.
Everyone with access to the database must understand that eradicating all spurious information is a high priority, as out-of-date or inaccurate entries will irritate your customers, waste money and look unprofessional.
If you hold personal records of customers, both computer-held and paper-based, you must register with the Information Commissioner. You must ask prospects whether they wish to receive 'further mailings of interest' and give them the opportunity to 'unsubscribe'. This applies to both mailshots and email campaigns. Full details are on the Information Commissioner's website.
Database marketing is not rocket science. It is a matter of common sense, the triumph of perspiration over inspiration. Unless you are really short of time or resources, it could be a good idea to first see how you get on by yourself. If it doesn't work out, your fallback plan can be to call in outside help.
Expert support rarely comes cheap. That said, a good consultant will have the knowledge that can open doors for you and save a huge amount of time. Always shop around and invite two or three potential providers to respond to the same brief before weighing up which you would sooner work with. You could also ask if the consultant's fee could be linked into results.