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E-COMMERCE CUSTOMERS SEGMENTATION: DETAILS OF RFM

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Jyoti Dhiman
E-COMMERCE CUSTOMERS SEGMENTATION: DETAILS OF RFM

No market is successful if you are lacking two basic things, luck and knowledge. The luck is important for entrepreneurship as it accounts for all the risks you take in a business. The knowledge helps you make educated decisions that facilitate your ultimate choice for risk and reward. RFM analysis is an important part of educated marketing. It lets you know when and how to make user-related decisions. We will see how it happens. But first, what is RFM?

THE BASICS

RFM is an example of initialism that means all the alphabet stand for something meaningful. The ‘R’ is for ‘recency, ‘F’ for ‘frequency’, and ‘M’ for ‘monetary’. As a whole, RFM analysis lets the market or marketer know the quantitative behavior of users. It is very important in businesses as it guides the markets about their future strategies. Recency tells about how recently a customer has made a purchase. Frequency guides us about the number of times they have purchased from us. That means how often they buy stuff from us.

Monetary is the amount a customer has spent on purchases from us. These three terms are elementary for any business to march towards success. Before RFM analysis, the marketers had no idea what are they into and whether they are approaching the right people. Efficiency and effectiveness are the most crucial products of RFM analysis. A marketer can choose his audience by analyzing their purchase patterns and can devise more authentic ways to satisfy their customers.

WHY RFM?

Now that we know what RFM is? The next question to be answered is why it is essential. Let us suppose a situation. We, as marketers, campaign unanimously about our product, but aren't getting the expected response. The main factor behind it is our lack of knowledge about the current scenario and the ideal audience. Using the monetary analysis, we can choose our top customers, who have spent the most money on us. But when we email them for further products, we don't get any response.

We realize that knowing about this cannot be of any profit. Because even though, the customer has spent a huge sum, he/she is not a frequent customer and hence cannot be of much value. Hence, recency and frequency are combined with monetary scanning. It is done to get to the customer who has recently made a purchase, is a frequent buyer, and spends a good amount on our products. These customers form an ideal group and are considered prime or loyal customers. Marketers target these groups with the aim of maximization of profit.

E-mail campaigning

Email campaigning is the one that is most affected by RFM analysis. Once the target audience is selected, specific strategies are designed for them, to provide them special treatment. These are the customers you cannot afford to lose. Email marketing is the key campaigns that target these customers. They receive entailed emails with special discounts and letting them know that they matter. Along with these, loyal customer discount cards are also quite famous. Customer relationship management systems deal with customer experience and satisfaction. And RFM analysis impacts these systems with the same intensity as it does to the email marketing systems.

In conclusion, RFM analysis helps you in identifying your desired audience and improve marketing strategies to add value and profit.

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Jyoti Dhiman
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