CRM consulting was used to clarify issues. By creating repeat customers, the company improved the brand value and sales of the e-commerce site.

【 Summary 】

　Daidoh Forward Ltd. is engaged in a wide range of businesses, including the clothing business with its flagship brand NEWYORKER, as well as real estate sales, brokerage, and rental management.
　While the company has been in business for over 50 years as a brand, there have been some customers who have left the business, which raised the question of whether the transition to this point in time does not fit current needs. Furthermore, the company was not able to centrally manage information on customers using its real stores and e-commerce site, so it was necessary to build a system that could cover and manage all of this information. Therefore, they began to think in parallel about not only a system that could centrally manage customer information but also about what kind of program would be best to utilize the data obtained. At that time, they felt the need to ask a professional who could objectively grasp the data, so they asked Smartwill Inc. for CRM consulting services. Smartwill Inc. had its solutions and was willing to work together with them to achieve results, so they decided to request their services.
　After the introduction of the consulting service, the data showed that about 95% of the customers were one-time buyers who had not become repeat customers, and they felt that this was the biggest issue. Therefore, to link this to second and subsequent purchases, the company modified its membership program to treat second-time buyers at a certain rank, so that they would feel a step up in rank. One year after the introduction of the service, the e-commerce site has achieved remarkable results in terms of sales, with a 20% increase in sales, a 10% increase in the number of members, and a 5% increase in the ratio of members who have purchased two or more times.