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The do’s and don’ts of messaging on CRM’s


In today’s fast-paced digital world, businesses are constantly looking for new ways to improve customer engagement and retention. One way to achieve this is by using messaging as part of your CRM strategy. Messaging can help businesses reach customers quickly and easily on their preferred channels, and it allows for personalized communication at scale. However, to be successful with CRM messaging, it’s important to follow best practices and avoid common pitfalls. In this article, we’ll explore the dos and don’ts of CRM messaging to help you achieve better customer engagement and retention.

The Dos of CRM Messaging:

  1. Personalize Your Messages: Customers are more likely to engage with messages that are personalized to their specific needs and preferences. Use customer data to segment your audience and send targeted messages that are relevant to each customer.
  2. Use a Clear Call-to-Action (CTA): Make sure your messages have a clear CTA that tells customers what action to take. This could be anything from scheduling an appointment to making a purchase. A clear CTA can help increase engagement and conversion rates.
  3. Send Messages at the Right Time: Timing is critical when it comes to messaging. Avoid sending messages too early in the morning or too late at night. Instead, send messages during business hours when customers are most likely to engage with them.
  4. Keep Your Messages Short and Sweet: Customers are busy and don’t have time to read lengthy messages. Keep your messages short and to the point. Avoid including too much information or trying to sell too hard in a single message.
  5. Test Your Messages: Test different message types, CTAs, and sending times to see what works best for your audience. Use A/B testing to compare different message variations and track engagement and conversion rates.

The Don’ts of CRM Messaging:

  1. Don’t Send Too Many Messages: Sending too many messages can be overwhelming for customers and lead to them unsubscribing or blocking your messages. Limit the frequency of your messages and ensure they are relevant and valuable to your audience.
  2. Don’t Use Too Much Jargon: Avoid using industry-specific jargon or technical terms that customers may not understand. Keep your messages clear and easy to understand.
  3. Don’t Be Too Pushy: Avoid using aggressive sales tactics in your messages. Instead, focus on providing value to your customers and building relationships.
  4. Don’t Forget to Follow Up: Following up with customers is critical for maintaining engagement and building relationships. Make sure to follow up with customers after they have engaged with your messages to keep the conversation going.
  5. Don’t Forget to Optimize Your Messaging Strategy: Continuously monitor and optimize your messaging strategy to ensure it’s meeting your business objectives. Use data and analytics to track engagement and conversion rates and adjust your strategy as needed.


CRM messaging can be a powerful tool for businesses looking to improve customer engagement and retention. By following best practices and avoiding common pitfalls, businesses can create personalized messaging campaigns that deliver value to their customers. Remember to keep your messages short, targeted, and relevant, and always track your performance to ensure your messaging strategy is meeting your business objectives. With the right approach, CRM messaging can help you build stronger customer relationships and drive long-term growth for your business

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