Understanding The Importance Of First Party Data Analytics CRM And WhatsApp For Customer Experience

Faradi Bachri, Regional Director Digital Marketing Performance, ADA (photo: Dinda Buana/VOI)

JAKARTA - A Studyfinds.org survey conducted on 2,000 respondents stated that throughout their lives, an average person uploads more than 10,000 posts on their social media.

Every upload that you send must contain information that can be tracked and has its own value for the company and brand. It's no wonder that digital footprint is a blessing in itself for companies that use it as a reference and collect it as first-party data.

The first-party data is then collected by the company and managed using a platform called Customer Relationship Management (CRM), which is also part of the Marketing Technology (MarTech) ecosystem.

CRM displays more information about consumer information that can be processed by the company. With CRM, the marketing process is much simpler and you can build better relationships with consumers through personalized marketing efforts.

ADA as the pioneer company for the MarTech revolution in Indonesia conveys the importance for companies to maximize first-party data in order to build a smoother Customer Experience (CX).

"By utilizing CRM, companies can achieve the main goal of marketing, which is to reach the right people at the right time with the right message," said Faradi Bachri, Regional Director of Digital Marketing Performance, ADA on Thursday, February 23, in Jakarta.

Utilizing CRM optimally is able to make a company able to take more measurable and planned steps, and become superior in marketing competition with its competitors.

This can happen because CRM simplifies the process of designing a personalized CX (Customer Experience) by adjusting the personal needs, preferences, and behavior of consumers. One way to present personalized CX is with WhatsApp Business.

WhatsApp Business is one of the best platforms to support CRM. There, companies will find it easy to forge better relationships through precise and fast two-way conversations with consumers.

What's more, with 84.4 million WhatsApp users in Indonesia with an annual growth of 15.5%, WhatsApp is a golden opportunity for companies to build better relationships with consumers.

"In the current era, companies and brands are required to provide better customer service than usual. In order to bring customer satisfaction, ADA helps companies by integrating important components such as CRM, WhatsApp Business, eCommerce software, etc. As a result, companies have interactions deeply with customers at every stage of purchase so as to produce a better customer experience," said Januar Wismoyo, Managing Director, Customer Engagement Solutions, ADA.