Nike’s Customer Relationship Management (CRM) system is designed to help the company keep track of its relationships with customers and prospects. Nike’s CRM system includes a customer service component that allows Nike representatives to quickly resolve customer issues.
The system also has a sales force automation component that helps Nike salespeople manage their accounts and contact information. In addition, Nike’s CRM system includes a marketing component that helps Nike marketers develop and track marketing campaigns.
The following are the reasons that Nike has chosen to implement a CRM system: Customer Relationship Management (CRM) is crucial for every organization’s business strategy in today’s competitive market. nNike, one of the world’s largest manufacturers of sports clothing, including shoes and apparel, is our selected firm.
Customer Relationship Management is “a business strategy that focuses on building strong relationships with customers to encourage customer loyalty and repeat business” ( Customer Relationship Management, 2018). Customer service is a process of creating happy customers by providing them with excellent customer service experience. By doing so, it will result in customer satisfaction and encourage customer loyalty which leads to repeat business. In other word, good customer service equals happy customers.
Nike have been in the business for over 40 years and have always been focused on their product and never really bothered too much about Customer Relationship Management or Customer Service until recently. The reason being, Nike was not really feeling the heat from its competitors as it had always been the market leader.
However, things started to change in the past few years as Nike’s competitors such as Adidas and Under Armour started to catch up. In order to stay ahead of the competition, Nike realised that they needed to start paying more attention to their customers and providing them with excellent customer service.
Nike decided to implement a Customer Relationship Management program in order to provide its customers with better customer service. The main objective of this program is to collect data about Nike’s customers so that they can be segmented into different groups. This will allow Nike to offer each customer group customised products and services that are relevant to them. By doing so, Nike hopes to increase customer loyalty and encourage repeat business.
The Customer Relationship Management program has been successful so far and has helped Nike to stay ahead of its competitors. Nike’s customer service has improved and its customers are happy with the customised products and services that they are receiving. Nike’s Customer Relationship Management program is a good example of how important it is for companies to focus on their customers and provide them with excellent customer service.
A Customer Relationship Management (CRM) program is required for every successful company. Customer Relationship Management is the fundamental business strategy that integrates internal operations and processes with external networks in order to offer value to targeted consumers while making a profit through high-quality consumer-related data. It’s backed by IT technology and based on excellent customer information.
Nike, Inc. is an American multinational corporation that is engaged in the design, development, manufacturing, and worldwide marketing and sales of footwear, apparel, equipment, accessories, and services. The company is headquartered near Beaverton, Oregon, in the Portland metropolitan area. It is one of the world’s largest suppliers of athletic shoes and apparel and a major manufacturer of sports equipment with revenue in excess of US$24.1 billion in its fiscal year 2012 (ending May 31, 2012).
As of 2012, it employed more than 44,000 people worldwide. In 2014 the brand alone was valued at $19 billion, making it the most valuable brand among sports businesses. The company was founded on January 25, 1964 as Blue Ribbon Sports by Bill Bowerman and Phil Knight, and officially became Nike, Inc. on May 30, 1971. The company takes its name from Nike, the Greek goddess of victory.
Nike operates in six countries outside the United States: Australia, Canada, France, Germany, Japan and the United Kingdom. In addition to marketing footwear, apparel and equipment under its own brand (Nike), the company licenses its products to a number of other brands including Converse Inc., Cole Haan Holdings Inc., Hurley International LLC and Umbro Ltd.; and has recently entered into a joint venture with Cobra Golf called NIKE Golf. Nike also sells a line of performance equipment under the brand NikePro.
The company is known for its signature Swoosh logo, created in 1971 by Carolyn Davidson, and “Just Do It” slogan. Nike sells an extensive range of products, including shoes and apparel for sports activities like association football, baseball, cricket, golf, mixed martial arts, skateboarding, tennis and volleyball; Nike also manufactures shoes for specific purpose like athletics (running, basketball, etc.), cross training and walking.
Nike’s world headquarters are located in Beaverton, Oregon in the Portland metropolitan area. The company operates in more than 160 countries and employs over 700000 people across six continents.
The primary objective of the Nike CRM program is to learn more about clients’ preferences and demands. A one-of-a-kind loyalty program created by Nike, utilizing CRM technology. Nike will be able to develop a relationship with their customers as a result of the implementation of this marketing plan. By understanding their requirements and desires, Nike will have a bird’s eye view on the market situation in the sports clothing sector. Being aware of consumers’ needs and acting upon them promptly is at the heart of CRM.
It also helps to Nike increase customer satisfaction and, as a result, Customer Lifetime Value.
Nike’s Customer Relationship Management (CRM) is a software that enables the company to manage its customer data. It contains information such as contact details, purchase history, and preference data. Nike can use this CRM software to segment its customers and target them with personalized marketing messages. The segmentation will allow Nike to focus on its most valuable customers and offer them customized service that will deepen their loyalty towards the brand.
With the help of CRM, Nike can provide excellent customer service by quickly addressing any issues or problems that may arise. By managing its customer data effectively, Nike can create a better experience for its customers and foster long-term relationships.
Furthermore, by implementing a CRM system, Nike will be able to attract new customers more efficiently, react to new leads more quickly, and complete sales quicker. Nike may profit from increased client loyalty and decreased customer attrition by increasing client loyalty and lowering customer turnover. nCRM software might assist Nike reduce its replacement expenditures since the cost of acquiring new consumers is greater than that of retaining current clients.
Customer Relationship Management (CRM) is a strategy that Nike can use to manage and improve its interactions with current and potential customers.
Nike’s Customer Relationship Management (CRM) involves the company’s processes and data related to customers, including customer service, sales, marketing, and product management. The goal of Nike’s CRM strategy is to improve customer satisfaction and loyalty, which will lead to increased sales and profitability.
Nike has been using CRM software since the early 2000s, but the company has recently made a major investment in upgrading its CRM system. In 2013, Nike spent $40 million on a new CRM system from Salesforce.com. The new system includes features such as social listening, which allows Nike to track online conversations about its products and brands, and real-time analytics, which gives Nike’s marketing team the ability to see how consumers are interacting with its campaigns.
Nike’s CRM strategy is paying off. In fiscal year 2014, Nike’s revenue from e-commerce sales grew by 30%, and the company attributes a large portion of that growth to its investment in Salesforce.com. Nike is not the only company benefitting from Salesforce.com; other companies such as Coca-Cola, General Electric, and Ford have also made major investments in the CRM system.