CRM Engagement Strategy With Data Driven Optimisation.
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Most digital companies still focus too much on customer acquisitions neglecting to retain them, raising their lifetime value to recoup initial acquisition cost. A quick sharing of the most important Customer Relationship Management metric and how to act on it to drive engagement & retention.
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CRM Engagement Strategy With Data Driven Optimisation.
- 1. Data driven optimisation CRM Engagement An approach to drive retention & higher lifetime value Omega "Performance marketing : Driving ROI" Jack Nguyen | Country Manager
- 2. 20 Countries 300+ Employees, 5 Continents Trusted by Singapore Seoul Dubai Tokyo London Sydney Istanbul Taipei Kuala Lumpur Jakarta Taiwan Ho Chi Minh City All-in-One Platform Increase User Engagement Across All Touchpoints
- 3. Data Collection Layer Insider All-in-One SolutionData Unification & Prediction Layer Web Platform Mobile Platform CRM Platform Offline Platforms Real-Time Data Collection & Segmentation Predictive Engine Auto-Segmentation Insider Growth Management Platform Desktop Web Personalization Mobile Web Personalization App Suite (Pushes, In-app, Content Optimizer) Web Push Notifications Email Predictive Audiences Product Recommendations Real-time Analytics Journey Builder Acquisition Activation Revenue Retention
- 5. and many more... Our local references
- 7. 25%of installed apps are never used. Google
- 8. 26%of installed apps are abandoned after the first use. Google
- 9. The average Android app loses 90%within the first 30 days. 77%of its daily active users (DAUs) within the first three days after the install, and Quettra
- 10. Of those who stop using apps, 30%would use an app again if offered a discount, and 24%would reuse an app if offered exclusive or bonus content. Google
- 12. ACTION without DATA is a nightmare! John Wanamaker “Half the money I spend on advertising is wasted; the trouble is I don't know which half.”
- 14. Key Metrics That Matters
- 15. Customer Base RFM Analysis
- 16. Cohort Analysis Repeat Purchase Rate
- 18. Welcome Education Reminding about incentive WELCOME BACK! Abandoned purchase Churning Seasonal offers 1. OnBoarding Promotion offers Up selling Membership BirthdayCart abandonment Lifetime journey Rewarding loyalty CRM Engagement Strategy 2. Nurturing 4. Loyalty 3. Recovering Segment Mass Trigger Conversion Segment Trigger Push API Segment Trigger Push API
- 19. Bulk Push - Build Awareness. Top of Mind. Schedule: Daily. Premium time Target Audience: Mass CAROUSEL PUSH SLIDER PUSH HAPPY WOMAN’S DAY Cùng Nhà đón World Cup thật cool!
- 20. Segment Push - Higher CTR. Targeted Contents Duy ơi! Đừng quên khởi đầu ngày mới với menu Bánh của Nhà nhé! >> Xem thêm 1 hour ago Segment Users who visited Promotions 3 times in the last 7 days Hoa ơi! Lâu rồi bạn chưa ghé qua Nhà. Nhập ngay mã TCH5 để được giảm 5% cho đơn hàng qua App gần nhất nhé! Đặt ngay thôi! 1 hour ago Segment Users who Last category viewed is “Bánh” First_Name ơi! Lâu rồi bạn chưa ghé qua Nhà. Nhập mã Voucher_code để được giảm 5% cho đơn hàng qua App gần nhất nhé! Đặt ngay thôi! Message Message First_Name ơi! Đừng quên khởi đầu ngày mới với menu Last_viewed_Category của Nhà nhé!
- 21. Segment. Segment. Segment Segment = Users who added shoes to cart at least 3 times and the total price of these shoes are greater than 100,000
- 22. Recurring Push - Automated Reminder Sample Use Cases: ● Onboarding new users ● 1st purchase reminder ● Churn users re-activation 22 Segment Users who have downloaded the app but did not open in the last 30 days Hanh ơi! Bạn có quà từ Edumall! Tặng bạn mã giảm giá 20% cho khóa học gần nhất qua app. Nhập ngay mã EDM20 và bắt đầu học ngay thôi! Xem thêm! First_Name ơi! Bạn có quà từ Edumall! Tặng bạn mã giảm giá 20% cho khóa học gần nhất qua app. Nhập ngay mã EDM20 và bắt đầu học thôi! Xem thêm! Message 1 hour ago
- 23. Conversion Push - Move user to next wanted actions User Minh Add Items To Cart but don’t visit checkout, payment, shipping and any purchases Hi Ellen, come back, your favorite items in cart are selling out fast! First_Name ơi! Bạn bỏ quên Cart_Information trong giỏ hàng Order Last_Item_Added_To_Cart với ưu đãi mua 3 tặng 1 ngay thôi 1 hour ago Minh ơi! Bạn bỏ quên 3 món trong giỏ hàng Order Cafe Latte và nhận ngay ưu đãi giảm 5% cho tổng đơn hàng ngay thôi Sample Use Cases: ● Drive login ● Drive 1st purchase
- 24. Content Personalisation is Key to CRM Automatically show users the items they left in their cart without purchase with Dynamic Cart Reminder to increase engagement Hi Ellen, come back, your favorite items in cart are selling out fast! 1 hour ago Minh ơi! Bạn bỏ quên 4 món trong giỏ hàng Trở lại thanh toán ngay thôi!
- 25. Mobile In-App 25
- 27. Reach Them At The Right Time / Channels Know Your Audience Back to Basic - Marketing Communication Relevant Messaging & Offers With a little twist! Cross-Channel Communications Unified Customer Database Automation. Machine Learning
- 28. I. Know The Audience INSIDER: Predictive Audience
- 29. Likelihood to Purchase “Will you buy in the next 7 days?” Likelihood to Churn “Will you come back in the next 7 days?” Discount Affinity “Do you need discount to buy or not?” Interest Clustering “What are your product interests?” Customer Lifecycle Status “Are you potential first-time buyer, Inactive or Churn ... ?” Customer Lifetime Value “Are you VIP and our loyal customers” Predictive Audience - SCALABILITY with 100% Machine Learning Algorithms.
- 30. Predictive Audience - ACTIONABLE - Reach your customers with Ease!
- 31. II. Architect: Insider’s AI-backed Customer Journey Builder
- 32. Starters: Trigger journey when user do something Touchpoints: Reach your users with: Web Push, App Push, Email, Ad channels Conditions: Check if users have done something before proceeding further in the journey Flows: Wait for users to do some actions you want Automation is King - Journey Builder
- 33. Automation is King - Journey Builder
- 34. Journey 1 - Cart Abandonment Reminder Goal: Reduce users who forget to checkout their cart
- 35. Journey 2 - Items in Wishlist Reminder Goal: Reduce users who forget items in their wishlist
- 36. Journey 3 - Double Cross Sell Marketers can create double extra money by promoting relevant products with the order they just made
- 37. Key Things To Remember ● Track key retention metrics across users lifecycle ● Bulk Pushes to drive top of mind, awareness ● Segment Pushes for targeted contents without annoying users ● Automated Communication to make users more engaged and drive more automated revenue ● Predictive technology to improve efficiency
- 38. www.useinsider.com jack@useinsider.com London | Moscow | Singapore | Tokyo | Seoul | Dubai | Warsaw | Istanbul | Kuala Lumpur Jakarta | Ho Chi Minh City | Sydney | Bangkok | Hong Kong | Taipei Thank you.