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The company introduced a CRM system to achieve intimate communication with each and every fan. <Company profile> Company name Fukuoka SoftBank Hawks Industry Sports Business Number of Employees Approximately 500 people (as of December 2022) Reasons for introducing a CRM system The company was thorough in creating a stadium experience, but had issues with "building relationships with fans" using digital marketing. Because fan information was managed in separate databases for each department, it was impossible to send e-mail newsletters tailored to the interests of fans.


To address this issue, the company introduced a CRM system uk telegram database to centrally manage fan data and deliver the appropriate information. Measures taken with the CRM system Using a variety of media such as email, apps, and membership sites, we optimized touch points to match the behavior of our fans. Specifically, we focused on the following five measures: Send retargeting emails based on customer behavior Send "segmented emails" to promote ticket sales Send "app push notifications" to stadium visitors Display the most relevant information to customers on the app and on their personal pages Implement advertising measures to acquire free TakaPoint members In the retargeting email campaign, a follow-up email is sent one hour after customers who abandon the ticket purchase screen.


In the campaign to acquire free Taka Point members, advertisements for the free registration campaign are sent to customers who have past memberships or purchase history, and to current members with attributes similar to those groups. The key point in this case is that a multifaceted approach was implemented, making full use of fan attribute data, behavioral data, purchasing data, and so on. Benefits gained from CRM system As a result of the email distribution measures, the number of emails sent increased by 127% compared to the previous year, while the click rate increased by 169% compared to the previous year.