ENGAGE WITH CLIENTS
22/10/24, 22:40
ENGAGE WITH CLIENTS
ENGAGE WITH CLIENTS FENDI CLIENTELING APP
DASHBOARD All the relevant info at a glance (my sales, clients, activities to do, etc.)
TO-DO LIST All the clienteling activities you should work on to develop relationships with your Clients https://fendi.sharepoint.com/sites/CICERO/SitePages/ENGAGE-WITH-CLIENTS.aspx
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❗ Check your TO-DO LIST every morning to discover the CRM activities assigned to you
ROLES
CRM Managers define the campaign target and provide guidelines
Store Managers: Brief Client Advisors on the campaign's objectives and monitor its execution Monitor Team activities and performance https://fendi.sharepoint.com/sites/CICERO/SitePages/ENGAGE-WITH-CLIENTS.aspx
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Ensure all handwritten CRM cards are proofread before being mailed to Clients
CRM Ambassadors Monitor CRM KPIs: monitor CRM performance and activities Oversee CRM Tools & Systems: master usage of CRM developed tools Training: support the store team in understanding how to use CRM tools efficiently Clienteling: promote clienteling best practices in store
Client Advisors Ensure activities are completed on time Discuss additional CRM actions during morning briefings
TOOLS TO CONTACT YOUR CLIENTS
Fendi supports you in engaging with Clients through the following tools:
- Digital Business Cards
- CRM Greeting Cards (Welcome, Thank You, Birthday) to be mailed to Clients
- Seasonal catalogues There are two versions: Paper to mail to clients or hand out to clients/prospects visiting the boutique Digital to share with clients and prospects via digital tools
- Gifts (i.e., holiday season, festivities, birthdays, Gift Menu for VIC Clients)
- CRM Digital Tools to be shared via SMS, email or social apps
- Wish Lists to be shared via SMS, email or social apps
https://fendi.sharepoint.com/sites/CICERO/SitePages/ENGAGE-WITH-CLIENTS.aspx
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❗ Follow the guidelines for using each tool: refer to the CRM section of the Training platform and directions provided by the Store Manager/CRM Ambassador
My Activities Heaven allows you to keep track of all your clienteling activities, including making appointments and calls and sending SMS, emails, and gifts Three good reasons for creating a My Activities: Scheduling reminders for your clienteling activities Checking the latest activities done for a client Tracking the results of activities (completed by CRM Managers and/or centrally by HQ)
https://fendi.sharepoint.com/sites/CICERO/SitePages/ENGAGE-WITH-CLIENTS.aspx
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Always on Campaigns Introduce Yourself Whenever an active local client who has never purchased with you is manually reassigned to you, the system generates the following task, “Introduce yourself to client”, so the client gets to know you and you have the chance to share the latest in-store arrivals. To complete the task: Call Club or Elite+ clients on the phone Share the dedicated digital tool with all other clients Remember to close the activity as DONE after you’ve contacted the client!
Peekaboo Anniversary One, two, three, four and five years after local clients purchase their first Peekaboo, they are invited to come in-store and refresh the look of their bag with dedicated products and treatments.
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The description of the task Invite to Peekaboo “Leather SPA” tells you when and how to invite a specific client to the cleaning service using the dedicated digital tool. Always remember to close the activity as DONE after you contact the client!
https://fendi.sharepoint.com/sites/CICERO/SitePages/ENGAGE-WITH-CLIENTS.aspx
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Customer Care Service For more details on services offered in-store, please visit the Contact Us page on Fendi.com
❗ Make sure that Clients who come to the boutique for assistance get help from you in person! Don’t just tell them to call or e-mail their inquiry to Customer Care
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Source: CLIENT/CLIENT ACTIVATION/ENGAGE WITH CLIENTS.pdf