Binance, one of the World’s leading cryptocurrency exchanges, wanted to revamp their customer journey & build supporting campaigns to increase user engagement, retention and activations.
Our goal was to leverage our expertise in customer relationship management (CRM) to help Binance achieve their business objectives.
Serving various segments with timely and relevant content is hard. Comprehensive CRM strategy was required to deliver different value propositions to different audiences. Binance’s main challenges were as follows:
// REDEFINE TARGET AUDIENCES //
Binance had a diverse range of audiences, from seasoned crypto traders to newcomers, and needed to create tailored journeys, messaging and campaigns for each group.
// BOOST USER ENGAGEMENT //
Binance was struggling with user engagement on their platform. While they had a large user base, users were not interacting with the platform beyond buying and selling cryptocurrencies.
// IMPROVE TRADING VOLUME //
Binance was looking to improve their trading volumes, particularly for their premium services, such as margin trading and futures.
To help Binance overcome these challenges, we developed a tailored CRM plan with the following key components:
// USER JOURNEY //
We analyzed the user journey for each of the target audiences and identified opportunities to improve their experiences with Binance. We developed tailored campaign and content strategies that matched each audience’s stage in the customer journey, from awareness to advocacy.
// CUSTOMER SEGMENTATION //
We conducted extensive research and analysis to identify Binance’s different user segments and their unique needs and pain points. This allowed us to create messaging and campaigns that resonated with each group.
// CAMPAIGN DEVELOPMENT //
Using our research, we developed targeted campaigns for each user segment, including email campaigns, social media ads, and push notifications.
// MARKETING AUTOMATION //
We implemented marketing automation tools to streamline Binance’s customer journey, sending personalized messages and content to users at different stages of the journey.
// ANALYTICS & OPTIMIZATION //
We continuously monitored and analyzed the campaign performance, optimizing and refining our approach to maximize results.
Our tailored approach to CRM management and campaigns led to higher customer satisfaction scores and positive feedback from users.
Work we carried out helped Binance achieve their business objectives, increasing user engagement in various segments, while driving conversions, and improving customer satisfaction.