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MoEngage captures 360 degree customer overview and helps to improve customer retention.
Batelco (Bahrain Telecommunication Company) had a stockpile of business intelligence on its customers from
its operations - but in silos. Putting such stakes across traditional, paid, digital, and free marketing
channels is common amongst ambitious businesses like Batelco to scale their business.
But scalability comes with scattered data, usually in silos. It also reduces the visibility of the
best-performing marketing channel and its growth potential. On top of that, these marketing channels have
their analysis methods and business intelligence tools, which means you'll have to hire for each skill set,
thus increasing costs. Customer interactions across the organization, like support teams, marketing,
salespersons, and management, often provide surprising insights on customer behavior that gets
neglected.
To overcome this, Batelco figured out the use cases and competitive market trends to get a single view of
their customer data using MoEngage.
It provided insights into customer retention & engagement and potential leads. As a result, Batelco
restrategized to enhance decision-making across its products and marketing.
In this article, we will explain how to use MoEngage, a popular 360-degree customer engagement platform, to
understand who are your loyal and revenue-generating customers truly.
In the Growth Summit-2022 by MoEngage, here's what Aoun Raza
from Landmark Group shares about why doing this is important:
"Most organizations with multiple brands under their wing need to learn about their customers – what they
do, when they do it, and where they transact with your brand. We need to learn more about their behavior –
for example, how a customer transacts between different average order values in different user journeys
with your brand so that you can target them at the right time.
Thus, I think the main goal is always – increased conversion rates.
And I think the focus needs to be the customer. A customer-centric organization needs to work towards that
objective."
- Aoun Raza | Landmark Group
Hence, MoEngage provides an accurate real-time lens to learn from your customer data. Using the user and
event properties, marketers and sales teams can serve the right product or service to the right customer
at the right time – thus, ultimately increasing conversion.
MoEngage offers AI-driven contextual insights on customer data. It enables you to manage and analyze
multiple customer retention and engagement channels, including push notifications, email campaigns, A/B
testing, segmentation, and more.
Typical engagement analytics and automation tools focus on optimizing campaign specifics. But MoEngage's
philosophy is to help you optimize for customer-centricity - the only way to build a recurring customer
base.
Various teams in an organization can gain a 360-degree overview of the customer using MoEngage -
Across these use cases, you will notice how MoEngage empowers you to optimize your marketing spending. It improves your targeting accuracy across marketing channels. Thus, a 360-overview customer data platform improves your revenues and ROI on marketing expenses.
After hitting a plateau with efforts on customer acquisition via various marketing channels, organizations
need to grow from here. You have to improve customer retention.
You can get started by gaining insights into your customer data to find such loyal customers.
But not all data is equally valuable. Thus, as the first step, it's important to use a 360-degree overview
to identify the top 20% of customers. These are the ones who will contribute to 80% of your revenues.
Here's a simplistic framework for implementing this using MoEngage 360-overview:
You can learn more with the Springwood marketing automation service to understand MoEngage implementation for a 360-degree customer overview for your business needs.
Keywords - marketing automation, growth strategy, customer retention, customer engagement,
omnichannel marketing
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