Are your customers slipping away or not engaging as they should be? It can be concerning to see this happening, but the good news is that you don’t need new software or a bigger budget to turn things around. Your existing CRM is a powerful tool that you can leverage to rekindle relationships and boost engagement effectively. By utilising the features and capabilities already at your disposal, you can make a significant impact on how you connect with your customers and encourage them to engage more actively.

1. Segment Customers by Behaviour

Not all customers are the same, and treating them as such wastes opportunities. Segmenting your database by behaviour allows you to tailor messages that resonate.

How to Do It:

Open your CRM (e.g., HubSpot, ActiveCampaign, Zoho etc) and filter customers based on actions: recent purchases, email opens, or website visits.

Create segments like “Frequent Buyers” (purchased 3+ times), “Lapsed Customers” (no activity in 90 days), or “Engaged Leads” (opened 5+ emails).

Send targeted emails to each group. For example, offer lapsed customers a “We miss you” discount (20% response rate potential).

Update segments monthly to keep them relevant.

Why It Works: Personalised messages based on behaviour increase engagement by up to 30%, per marketing studies. No new tools needed—just your CRM’s filters.

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2. Send Personalised Emails Based on Past Purchases

Customers love feeling valued. Use your CRM to send personalised emails that reflect their purchase history, encouraging repeat engagement.

How to Do It:

In your CRM, pull a report of customers’ past purchases.

Craft emails suggesting complementary products. For example: “Loved your [Product X]? Try [Product Y] to enhance your experience.”

Keep it short (100–150 words) with a clear call-to-action (e.g., “Shop Now”).

Schedule emails to send after a purchase (e.g., 7 days later) using your CRM’s automation feature.

Why It Works: Personalised emails based on purchase history have a 15–20% higher open rate than generic ones, driving engagement and sales.

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3. Set Up a Simple Thank-You Automation

A little gratitude goes a long way. Automating thank-you messages for customer actions (e.g., purchases, sign-ups) boosts loyalty and engagement.

How to Do It:

In your CRM, create an automation trigger for actions like a purchase or form submission.

Write a thank-you email: “Thanks for choosing us, [Name]! Here’s a 5% off code for your next purchase.”

Set it to send within 24 hours of the action.

Track engagement (opens, clicks) to refine future messages.

Why It Works: Thank-you emails increase customer retention by 10%, per industry data, fostering stronger connections without extra spend.

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4. Analyse CRM Reports to Find Engagement Gaps

Your CRM holds clues about why customers aren’t engaging. Analysing reports helps you spot and fix gaps, driving better results.

How to Do It:

Access your CRM’s reporting dashboard and review metrics like email open rates, click-through rates, or inactive contacts.

Identify gaps: low open rates (below 20%) or high unsubscribe rates (above 2%).

Act on findings: rewrite subject lines for low opens (e.g., “Exclusive Offer for You” vs. “Newsletter #5”) or re-engage inactive customers with a special offer.

Repeat monthly to stay on top of trends.

Why It Works: Fixing engagement gaps can boost response rates by 25%, per marketing benchmarks, using data you already have.

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5. Cross-Promote Products in Existing Campaigns

Maximise your current email campaigns by cross-promoting products or services, encouraging customers to explore more of your offerings.

How to Do It:

Review your CRM’s scheduled email campaigns (e.g., newsletters, promotions).

Add a cross-promotion section: “Loved [Service X]? Discover [Service Y] for [benefit].”

Include a button or link to drive clicks. Keep it subtle to avoid overwhelming readers.

Monitor click-through rates to see what resonates.

Why It Works: Cross-promotion in existing campaigns can increase engagement by 10–15% without creating new content, per e-commerce data.

Pro Tip: Most CRMs will do this, if you're stuck or don't know. Our done-for-you service can optimise your campaigns for maximum results. Get in touch today.

Ready to Double Your Customer Engagement?

These five free strategies—segmenting by behaviour, personalising emails, automating thank-you messages, analysing reports, and cross-promoting—can transform your CRM into an engagement powerhouse. Start today, and you’ll see results in days.

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