Across the cultural sector, organisations are thinking about customer journeys. From the first piece of communication to their experiences of a venue, everything you do contributes to whether or not a good relationship can be created. In this article, Sarah Chambers considers customer relationship management (CRM) and what it should look like for arts and … Read more
Arts marketers are constantly under pressure to justify every pound they spend against the return they achieve – and a good loyalty-based, or CRM (Customer Relationship Management), approach will help you do just that.
Many arts organisations, especially those driven by artistic rather than social objectives, are unashamedly product-led. Of course, there are exceptions to this approach, but often, marketing departments are concerned with promoting work that has been developed separately from the audience it ultimately aims to attract.
We need to make real connections with our audiences, and the best way to do this is to ensure that every department across your organisation shares core values and vision. However, this can involve change, and change isn’t always easy. Here, we are offered case studies to show how two organisations have changed the way … Read more
Customer relationship management (or CRM) needs time, loyalty and dialogue. The author of this article explains what we mean by CRM, how you can benefit from a CRM approach and when it works best. You’ll also find examples of when things don’t go to plan – as well as tips and advice on creating your … Read more
It’s fairly straightforward to collect data from audiences if you’re a ticketed organisation, but how do you go about communicating with audiences if you’re a non-ticketed venue? In this article the author explores how to use your website and e-mail campaigns to collect valuable data on attenders and potential attenders without the need for a ticketing system. You’ll … Read more
We all want to attract new audiences and encourage our current audiences to attend more frequently. This guide explains how you can move your customers up the ladder of engagement by using two techniques; test-drive and teleprompt. Described as affordable, profitable, practical and successful approaches, you’ll find an outline of how to undertake each one along … Read more
Helen Dunnett explores what we mean by Customer Relationship Management (CRM) and why it’s not widely adapted. Using a Royal Liverpool Philharmonic Orchestra (RLPO) case study, she demonstrates the impact that segmentation and targeted campaigns can have on developing audiences.
Organisations can learn a lot about their current and potential audiences through profiling. This project uses data from eleven different organisations in the Black Country to identify and understand the arts engagement behaviour of audiences across a common catchment area. It identifies hot spots of cultural engagement which could be further penetrated, as well as … Read more
An essential guide to learning how to speak fluent ‘Artistic Director’, enabling you to build a positive working relationship with the person who programmes your venue. Respecting each others skills and experience, putting art and audiences on an equal footing, using the audience to influence programming policy and allowing real and authentic CRM practices to … Read more