Free CRM systems tend to be fraught with issues and the useful features cost a lot extra.
A company with a turnover like the football club, will also want a contract in place with a paid and reputable provider, which will reduce data risk, and potentially cover liabilities in respect to any issues.
That said, the loyalty/customer lifecycle comms are clearly not cutting through. I have received a few direct mails though, which does suggest they are doing something.
I do wonder how much of a priority it is though. Will sending email reminders do a huge amount, unless we have a targeted promotions strategy or a system that can support personalised offers? Does someone renew their season ticket because they got an email about it? I’m not sure.
I don’t think we’re a business that can run personalised or targeted offers, due to other fans finding out and being pissed off.
There’s loads we could do to reward fans for their frequency and loyalty though. Send them an email statement of all the games they went to last season (goals scored, minutes of extra time watched, yellow cards, etc). Rank them vs. the rest of the fan base. For every 90 minutes they watched they earned xx points they can use in the club shop. Encourage them to beat their total the next season