3. Manage – and build – your audience

As your business’ audience grows, you need to get intentional about how you manage it – that means using a customer relationship management (CRM) tool that can help you speak to customers directly and encourages them to purchase.

Keeping things personal

Using a customer relationship management tool lets you get a complete view of each customer in your business’ audience base – and knowing them well matters more than you think because, according to a report from marketing platform SmarterHQ…


of customers feel frustrated when their experience is impersonal.


of customers say they only engage with personalised messages.


of customers will stop buying from brands with poor personalisation.