Smartwill is a group of CRM professionals who design relationships between companies and their customers, creating new value that leads to innovations in business structure.
“BoCRM” is a condensed and packaged version of the CRM know-how and methods that we have been providing for over 15 years to more than 100 leading companies in the retail and service industries, including luxury, high quality, prestigious brands and highly trusted companies.
This is the “CRM Basics.”
Clienteling CRM Tools
CRM for Luxury Brand Services
“CRM × CLIENTELING”
Customer Relationship Management (CRM) is more than just implementing tools and communicating with customers.
It is a selective and focused approach in management to identify top customers who match the company's strategy,
build medium- to long-term relationships, and increase both customer satisfaction and corporate earnings.
CRM. Who are the top customers for your brand?
Are you delivering the information that these quality customers are looking for in the right way?
Collect, manage, analyze, and leverage customer data
to improve business results through
improved customer contact processes.
Focus on individual customers and specialize in
providing customized services and
customer experience (CX).
Customer information is centralized and advanced CRM analysis is
used to deepen customer understanding and increase the retention rate per customer.
Consolidate and organize irregular customer information and centralize customer information By collecting customer data acquired by location (e.g., stores, e-commerce, etc.) and organizing duplicate or irregular data, customer information can be centralized.
Extract necessary information from real-time stored data A vast amount of centralized data can be extracted by segment using a variety of criteria. From customer rank and number of points held to message memo history, information can be clearly visualized and easily viewed as needed.
Gain a deeper understanding of customers by identifying trends in purchasing behavior based on analysis results.
Enables analysis and retrieval of customer information by RFM axis, etc.
The trend of customer purchasing behavior for policy planning can be recognized, maximizing the effectiveness of distribution.
Customized delivery tailored to individual customer characteristics Hot messages can be sent via e-mail, SMS, LINE, and other channels to customers selected by the dashboard function. Conversions after delivery are also stored as history to facilitate effectiveness verification.
Through our CRM consulting service, which has a proven track record of reliability,
we will define your customer and communication strategies, and design and build a CRM system based on these strategies.
A simple management screen that anyone can use. When staff members enter notes about customers on their mobile devices (voice input is also possible), the information is also collected as data, and customer information obtained from all angles in 360 degrees is accumulated.
BoCRM is a clienteling CRM tool that pursues customer convenience by building a My Page on the web and allowing entry from various front ends (LINE, SMS, e-mail).
Based on the strategy developed in the consulting phase, we will add the necessary functions to the basic package and complete the ideal system configuration by adding options or customization.
Companies that have implemented BoCRM have succeeded in producing steady results, with SMS senders achieving an average of 58% of in-store purchases, and in another case, achieving a sales target of over 123%. *Achievements since the service started in June 2022
The basic package is designed to be a complete package that can be used to prepare basic CRM activities.
Build an appropriate CRM system after clarifying what kind of customer information
will be obtained and how the information will be utilized.
Understanding customers ⇒ Creating various points of contact with customers ⇒
Understanding true customer needs ⇒ Fostering customer loyalty ⇒ Contributing to revenue
Front-end(For end users)
Personal Information Registration Application for
Customers LINE Official Account Linkage
SMS/e-mail multi-entry function
Customer Attribute Information
Status display (customer rank setting)
Digital membership card
(can also be stored in smartphone wallet pass)
Usage history
Digital benefit provision function
(point issuance, digital reward issuance, etc.)
Digital Benefit Exchange and Retention Functions
Customer survey function
Back-end(Management tools)
Data upload function
(customer and purchase history information, etc.)
Customer data condition search and extraction function
Data D/L function for external system integration
Digital benefit management functions
(point management, digital reward management, etc.)
Customer preference record function
(memo function application for staff)
Customer record function
(reflects detailed information on a customer-by-customer Basics, as well as staff notes)
KPI dashboard functionality (optional for advanced models)
Functionality LINE, SMS, e-mail
Communication history management functions
(e.g., delivery history)
Front-end(For end users)
Inbound CRM function (AI translation)
EC Site Linkage
+α Information collection function customization
Check-in functions (for business in a box)
Customize My Page
Back-end(Management tools)
Inbound response function (AI translation)
PMS Linkage
Cooperation with: - NEC/NEHOPS, - Fujitsu/GLOVIA,Reservation system
DB Linkage
Salesforce integration
Highly functional dashboard
POS linkage, etc.
After building a CRM system that fits your company's CRM strategy,
Smartwill will identify operational bottlenecks and outsource operational functions
to achieve strategic and efficient cost reductions.
This allows companies to focus on developing CRM strategies that they should be working on.
We will listen to your current issues and the direction you want to take, and propose the best plan for your business to develop a customer strategy, communication strategy, and specific measures.
We can design a flexible system that fits your business with all the necessary functions. We develop systems that are easy to utilize in a short period of time and at a low cost because of development based on existing function.
We support the customer all the way to the end so that the customer can steadily implement the system on their own, even after the system is installed. We also offer operational services on behalf of our clients.
Digital membership cards (which can also be stored in a smartphone wallet pass) are issued to manage point retention and frequency of store visits by member rank. The system also records members' requests and other messages, and ensures that information is shared among staff to enhance customer satisfaction, leading to increased frequency of store visits.
While using LINE as the main front end, a digital membership card is issued to Wallet passes on smartphones, and point retention status and frequency of store visits are managed according to member rank. By delivering messages tailored to the characteristics of each member to selected targets, the company has succeeded in increasing the repeat visit rate from 50% to 80%.
The hotel's repeat customer ratio is increasing due to a variety of creative CRM programs that make it easier for customers to choose Hotel FORZA, such as reciprocal use between tourism and business, reciprocal use among FORZA hotels scattered across the country.
Founder and CEO Masashi Sakamoto is a leading CRM expert who has systematized CRM strategies from theory to practice and spread them throughout the world.
In addition to his corporate consulting activities, he is also an active MBA school lecturer.
Book Introduction: Nihon JitsugyoPublisher, “The Basics of CRM: Everything You Need to Know in This One Book”, 9th printing, 19,200 copies sold.
As a lecturer of CRM Strategy at
Aoyama Gakuin University's
Graduate School of International Management, he has taught CRM strategy to more than 400 students over a period of 12 years from 2012 to the present.
The course will open for the 13th year in the fall of 2024. In addition, we have experience in many other corporate training programs.
