Episode 60 - Catch Up

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📰 Episode 55 - CRM Marketing Heurisitics 

CRM marketing looks simple but it's the hardest job that delivers massive ROI when done right. Most brands suck at it - just check your inbox. The secret? Heuristics - shortcuts that tap into how customers actually make decisions.Since 95% of decisions use our fast, intuitive brain, you need clarity and behavioral science. Write for a 10-year-old, connect all elements into one cohesive story, and leverage psychological triggers like social proof, scarcity, and loss aversion. The smartest brands don't just send emails - they design automatic decisions and achieve 1000%+ ROI.

📰 Episode 56 - CRM at Moments of Truth  

Moments of truth are brief, emotionally charged interactions that make or break customer retention - like a first gym visit or a botched broadband installation. Those moments typically happen with your product, service or app, but smart brands use CRM Marketing to either enhance these critical moments or repair the damage afterward. The magic is in empathy, clarity, and perfect timing.

📰 Episode 57 - The Real Role of Segmentation & Personalisation in CRM Marketing

Theres an obsession with hyper-personalisation, but more isn't always better. Personalisation only works if it's contextually right - sending the right message at the right time based on where customers actually are in their journey. Real personalisation has four dimensions: content, timing, channels, and frequency. It's about using data to be clever and considerate. Know where your customer is and show up right. Get this wrong and they'll tune out forever. 

📰  Episode 58 - How to Fast Track CRM Marketing Performance

Everyone says open rates don't matter, but that's bullshit. If your email isn't opened, your message has zero impact. The problem? Apple's Mail Privacy Protection. Solution: Segment Android users from iOS and base open rate metrics on Android customers where tracking still works. But opens are just the start. Every CRM message needs a single goal - conversion, engagement, usage, referrals. Measure incrementality using control groups, not vanity metrics. Here's the kicker: Retention is about iteration speed, not perfect data, so ditch 95% statistical confidence. Use 80% confidence and test faster.  

📰 Episode 59 - CRM Marketing Performance Benchmarks 

Everyone asks "what's good performance?" so here's the brutal truth: most brands have no clue what good looks like. This episode breaks down benchmarks across email, push, and SMS for every stage of the customer lifecycle - welcome flows, onboarding, newsletters, abandoned cart, reactivation - across subscription, e-commerce, travel, telecom, and more. The pattern is clear: automated, contextual messages absolutely destroy generic broadcasts. Welcome emails crush newsletters. Triggered push notifications obliterate mass blasts. SMS sent immediately after an action converts way higher. If you want to stop guessing if your performance is good this episode has all the answers and 12 cited references from multiple 2025 benchmark reports to allow you to go deeper.

Until next week,

Tom

Do you need help with Customer Retention?

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