Task 5 E-CRM and Social Network Channels

E-CRM and Social Network Channels

H&M uses E-CRM to identify, attract, and acquire new customers while reducing the costs associated with customer service and marketing.

H&M dazzles with personalised emails showcasing exciting promotions, tailored product suggestions, and seasonal collections. Their website also offers convenient sign-up forms for powerful newsletters and rewarding loyalty programs (H&M Group, 2024).

H&M also offers friendly customer support with chatbots and live chat. Easily track orders, process returns, and find FAQs on our website.

The app seamlessly integrates with the website, enhancing engagement through exciting e-CRM features like push notifications and personalised location-based offers.

H&M has a strong presence on social media platforms like Instagram, Facebook, TikTok, Pinterest, and Twitter.

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How could H&M Strengthen E-CRM and Website Linkage

H&M could implement the use of AI to dynamically update emails based on real-time inventory and user preferences.

Enhance shoppable Instagram and TikTok campaigns by linking each post directly to the respective product page.

Engage with influencers to promote the recently launched features of the website, such as styling tools. Ensure that they provide direct links to these tools within their content.