Nicky Lomax is a super star CRM leader–most recently spending 4 and a half months at global fashion retailer Ted Baker as Head of CRM to build and train the new team, fix the CRM tech stack and database, launch SMS, cut costs, and put in place a killer strategy for 2024.

Hit PLAY to hear:

• The importance of CRM in eCommerce
• How to start building your CRM strategy
• Going about doing a CRM audit
• Why negotiation is an crucial CRM skill
• The role of the team and leadership in CRM

Key timestamps to dive straight in:

[03:32] Nicky’s eCommerce journey.

[07:36] Cost per acquisition is going up; focus on retaining existing customers.

[09:05] Get into SMS and get your strategy right.

[14:03] Assess strategy, reporting, team, tech, and delivery.

[16:13] Optimising supplier relationships to maximize budget efficiency.

[19:20] Team collaboration and involvement in decision-making crucial.

[20:52] Nicky’s Top Tips!

Full episode notes here: https://ecmp.info/489

Contact SHOPLINE >>> https://ecmp.info/shopline

Genie offer: 30% off for the first 2 months >> https://ecmp.info/genie

Get all the links and resources we mention & join our email list at https://ecmp.info

Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode Q&A on Spotify.

Interested in being a Sponsor? go here: https://ecmp.info/sponsor

Costanza Tomba is a co-founder and CPO (Chief Product Officer) at TA-DAAN, a brand founded in 2020 as a destination for craftsmanship, creativity, and sustainability, selling contemporary craftsmanship across homes, gifts, accessories, and jewellery.

Their community is over 200,000 followers, and a network of over 5,000 artisans across Europe creating the products. TA-DAAN fully launched on Shopify in 2023 and in the first year achieved sales of over EURO 500,000 and is currently growing 30% every month.

Hit PLAY to hear:

• How TA-DAAN leveraged content as a foundation for eCommerce
• The role of community engagement and feedback
• What the TA-DAAN team looks like today
• Why they decided to go the crowdfunding route
• Key marketing methods utilized by TA-DAAN

Key timestamps to dive straight in:

[04:12] Evolution from showcasing to facilitating commerce for artisans.

[08:56] Strong alignment and connection in founding team.

[09:55] Business grew from 4 to 17 people.

[14:40] Testing operational activities before crowdfunding decision.

[18:38] Pop-ups engage with people, build brand.

[20:19] Listen to Costanza’s Top Tips!

Full episode notes here: https://ecmp.info/488

Contact SHOPLINE >>> https://ecmp.info/shopline

Apply to join Chloe's Free eCommerce Club! >> https://ecmp.info/club

Get all the links and resources we mention & join our email list at https://ecmp.info

Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode Q&A on Spotify.

Interested in being a Sponsor? go here: https://ecmp.info/sponsor

Checkout the Upflip Podcast https://ecmp.info/upflip

Emily Hollender is a Fractional Marketing Director for Early-Stage Consumer Start-ups, especially those looking to build brand and community across both online and offline platforms.

Current and past clients include: Rent the Runway, The Wing, Tia, The Sill, and Modern Animal.

Hit PLAY to hear:

• Emily’s exciting eCommerce journey
• Why brands should leverage customer feedback in their marketing strategy
• What the critical role of community is in long-term growth
• How to gain organic growth through owned channels
• Ambassador programs and how to implement them
• Community engagement as an important business component

Key timestamps to dive straight in:

[04:25] How Emily ended up doing community marketing.

[08:02] Unlocking sustainable organic growth without paid media.

[10:51] Centering customer in decisions, creating two-way dialogue.

[13:59] Investing in ambassador program takes time, dedication.

[18:26] New technologies and community management softwares offer exciting possibilities for creating branded digital communities. Focus on program integrity before investing in tools.

[20:11] Find out how your customers are being motivated.

[22:46] Incorporate community into business strategy for success.

[23:54] Listen to Emily’s Top Tips!

Contact SHOPLINE >>> https://ecmp.info/shopline

Apply to join Chloe's Free eCommerce Club! >> https://ecmp.info/club

Get all the links and resources we mention & join our email list at https://ecmp.info

Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode Q&A on Spotify.

Interested in being a Sponsor? go here: https://ecmp.info/sponsor