Episode 29 - Twelve CRM Marketing Top Tips

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📰 Top Story: 12 CRM Marketing Top Tips

I’ve spent 25 years in retention and CRM marketing; 

• Started as a CRM Analyst in Telcos

• Become a CRM / data & retention strategist at leading agencies in London. 

• Spent 7 years as Global CRM Director building CRM and Retention Strategies for some of the world’s biggest brands at a leading Publicis agency. 

• Spent 8 years in senior client-side roles at massive brands with big teams, including Manchester United, TalkTalk and DAZN. 

I’ve learnt what people think CRM is vs what CRM actually is: 

When I posted this on LinkedIn, it resonated with many people. It got 170k likes and 12k impressions, and it still gets likes today, even 6 months after I posted it. 

Here’s the post. 

It resonates because others with zero experience often think they can direct CRM teams based on a limited perception of what it includes.

But if you are a CRM'er of, say, 8-10 years of experience, do you think you have the discipline mastered? 

I have consulted with folks with 15-20 years of experience and helped them make vast improvements, even at huge brands.

So, if you are an experienced CRM’er or someone brand new to the field, perhaps you will get value from my 12 top tips, too! 

1. Automation drives results. 

2. Creating habits creates revenues. 

3. You must align customer and business goals.  

4. Onboarding is your most crucial retention life stage. 

5. CRM and CX are intertwined. Customer love matters. 

6. Good prompts = good AI output, bad prompts = bad output.  

7. It’s not about you. It's about your customers and building accordingly.  

8. Personalisation is critical to help customers feel you are a brand for them. 

9. Audience research + data, so you can develop creative that resonates and find them in your data sets. 

10. Correct measurement is critical, but don’t let chasing high statistical significance be the enemy of impact. 

11. Good behavioural science works, but bad behavioural science has no impact. You need to know what you are doing and why.  

12. Creativity matters, sure. But there is such a thing as CRM marketing UX that works, and there are layouts and formats you can copy to maximise impact.

On 1st January, my new CRM Marketing course will launch worldwide. 

As a newsletter subscriber, you can get it for a $50 discount before New Year’s Eve: $99 $149

In it, you get everything I know to help you maximise your CRM Marketing impact.

62 case studies. 51 brand examples.

Enter this coupon code at checkout to take advantage of this offer and get immediate access to the course, including 11 modules of on-demand video content.

Coupon code: NEWSLETTER-SPECIAL 

The course landing page provides a detailed overview of every module; you can view it here:

But you can only access the course from the above checkout link. It's not publicly available until January 1st, so you won't be able to buy it from the landing page.

Here’s what the pre-order cohort are saying:

'A brilliant course, offering insights into a wide-ranging selection of topics."

"Love the case studies. Love the examples."

"The behavioural science module is the most engaging and useful one, offering a plethora of thought-provoking ideas"

Happy New Year 🎉 

Tom