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How can you use mobile apps to retain customers in your CRM strategy?

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Mobile apps are not just tools for browsing and buying products. They can also be powerful platforms for engaging and retaining customers in your CRM strategy. CRM stands for customer relationship management, and it refers to the process of building and maintaining long-term relationships with your customers. In this article, you will learn how to use mobile apps to retain customers in your CRM strategy by following these five steps:

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1 Create a value proposition

The first step is to create a value proposition for your mobile app that clearly communicates the benefits and features that your customers can expect from using it. Your value proposition should answer the questions: Why should your customers download your app? What problems does it solve for them? How does it enhance their experience with your brand? A strong value proposition will motivate your customers to download your app and keep using it.

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Jitendranath Patri

"Empowering Businesses and Transforming Lives by Making a Difference in Retail, Creating Entrepreneurs and More"
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It is very important to first answer the question "why should a customer download the app". A quick dipstick amongst loyal/frequent customers may also add to the insights. A value proposition is critical and even if a customer downloads the app, how to get them to keep it on their phone? Gamification is the answer -> incorporating gamification elements into the mobile app is likely to increase engagement. Based on usage and behaviours reward customers for completing specific actions. Gamification can make the app experience more enjoyable and encourage repeat usage.

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2 Segment and personalize

The second step is to segment and personalize your mobile app content and offers based on your customers' preferences, behaviors, and feedback. You can use data from your CRM system, app analytics, and surveys to understand your customers' needs, wants, and pain points. You can then tailor your app content and offers to match their interests, goals, and challenges. For example, you can send personalized push notifications, offer exclusive discounts, or recommend relevant products based on their previous purchases.

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3 Encourage loyalty and referrals

The third step is to encourage loyalty and referrals from your mobile app users by rewarding them for their actions and interactions. You can create a loyalty program that offers points, badges, or freebies for using your app, making purchases, or sharing your app with others. You can also gamify your app by adding challenges, quizzes, or leaderboards that create fun and competition among your users. These strategies will increase your app retention rate, customer lifetime value, and word-of-mouth marketing.

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4 Solicit feedback and reviews

The fourth step is to solicit feedback and reviews from your mobile app users by asking them for their opinions, suggestions, and ratings. You can use various methods to collect feedback and reviews, such as in-app surveys, pop-ups, emails, or social media. You can also use tools like Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) to measure your app's performance and customer satisfaction. By soliciting feedback and reviews, you will show your customers that you care about their needs and expectations, and you will gain valuable insights to improve your app and your CRM strategy.

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5 Update and optimize

The fifth and final step is to update and optimize your mobile app regularly based on the feedback and reviews you receive from your customers. You should fix any bugs, glitches, or errors that affect your app's functionality and usability. You should also add new features, content, or offers that enhance your app's value proposition and meet your customers' evolving needs. By updating and optimizing your mobile app, you will maintain your app's relevance and quality, and you will keep your customers engaged and loyal to your brand.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Jitendranath Patri

"Empowering Businesses and Transforming Lives by Making a Difference in Retail, Creating Entrepreneurs and More"
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Leverage CRM data to provide personalized product recommendations and relevant content on the mobile app. Use customer purchase history, browsing behaviour, preferences, promotions and content that align with each customer's interests and needs. other initiatives that can help: - access to the loyalty program on the mobile - option to purchase and earn a higher number of points/rewards for app usage - exclusive offers for app users - exclusive collaborative efforts with other brands to add that value (eg footwear brand plus fitness product)

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How can you use mobile apps to retain customers in your CRM strategy?

1

2

3

4

5

6

1 Create a value proposition

2 Segment and personalize

3 Encourage loyalty and referrals

4 Solicit feedback and reviews

5 Update and optimize

6 Here’s what else to consider

Retail Marketing

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How can you use mobile apps to retain customers in your CRM strategy?

1

2

3

4

5

6

1 Create a value proposition

2 Segment and personalize

3 Encourage loyalty and referrals

4 Solicit feedback and reviews

5 Update and optimize

6 Here’s what else to consider

Retail Marketing

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感谢您的反馈

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