The acquisition of new clients and members has become harder than ever before. Under these circumstances, building a CRM (Customer Relationship Management) that enables a long term relation with the met customers and the potential clients is becoming increasingly important. In an ever-changing environment surrounding CRM with activities such as omni-channeled businesses and practical use of Big Data, what are the CRM measures that increase customer satisfaction to create fans and raise the life-time value (LTV)? On the one hand, there are CRM measures that foster relations with customers, and on the other hand, it is also true that there are CRM measures that let relations with customers wither.

In this session, key persons who play an active role in the foremost line, such as Mr. Nakamura, who operates one of the nation’s largest corporate member site “CLUB Panasonic”, Mr.Ichihashi from Felissimo, a mail shopping catalog that starts up and operates a variety of media, Mr. Inamasu from CyberAgent, a supporting organization that specializes in eCRM and aims to maximize the LTV of the customers; will act as speakers to talk about cases regarding CRMmeasures that they are currently engaged in.

What about you? Is your CRM “wither-proof”?（Written by Nobuhiro Tsukinari）