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Guide

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The Five Stages of Reducing Mobile Customer Churn

Retention is a top priority for mobile marketers. Our new five-step framework is here to help you improve your existing strategy.

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Guide

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Guide

2020 Mobile App Engagement Benchmark Report

Apptentive’s annual mobile app engagement benchmark report serves as a baseline to help app publishers across categories understand their app’s engagement strengths and areas for improvement.

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We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

The Five Stages of Reducing Mobile Customer Churn

Retention is a top priority for mobile marketers. Our new five-step framework is here to help you improve your existing strategy.

Download Now

Guide

View resource

Guide

2020 Mobile App Engagement Benchmark Report

Apptentive’s annual mobile app engagement benchmark report serves as a baseline to help app publishers across categories understand their app’s engagement strengths and areas for improvement.

Download Now

Customer Experience

What Is Mobile Customer Lifecycle Management?

Ashley Sefferman  //  June 5, 2018  //  3 min read

Mobile requires an entirely new set of rules and best practices to help shape a strong customer lifecycle. The mobile experience includes channels and opportunities that don’t exist in the desktop world, so there are different engagement opportunities to consider when working with mobile customers.

In short, mobile customer lifecycle marketing focuses on the interactions people have with your company as a whole, rather than segmented by each stage of a funnel. It treats the customer journey as a holistic experience, rather than a fragmented one with different strategies taking hold at each stage.

To start, let’s look at the mobile customer lifecycle below.

the mobile customer lifecycle

The mobile customer lifecycle has many of the same characteristics as traditional customer lifecycles, with one big difference: engagement points for customer-centric outreach.

Where traditional desktop experiences offer a limited number of customer engagement opportunities, the mobile device opens the door for personalized, non-intrusive outreach in a way desktop is unable to provide. The amount of data gathered from mobile customers allows marketers to take a more personal approach to their strategies, which in turn opens doors throughout the customer’s lifecycle for proactive, contextually relevant engagement that provides a better overall customer experience.

You can use mobile customer lifecycle marketing to:

  • Improve your mobile customer journey
  • Understand how different channels influence customer segments
  • Track lifetime customer value
  • Drive engagement and monetization
  • Improve app ratings and reviews
  • Identify fans and detractors
  • Learn where to allocate your resources
  • Gather more feedback from mobile customers
  • Build a better product based on customer feedback
  • Select better tools for your strategy
  • Improve your product and marketing messaging

Learn more about mobile customer lifecycle management with our new guide

In our new guide, The Complete Guide to Mobile Customer Lifecycle Management, we go deep into different aspects of the mobile customer lifecycle to help you reshape your goals and adjust your strategy to put customers at the center. Actionable tips are offered along the way to not only get you thinking about what you can change, but to give you a blueprint to enact change within your company immediately.

the complete guide to mobile customer lifecycle management

This 82-page, free resource breaks down mobile customer lifecycle management into eight categories:

  1. How to Create a Mobile Customer Journey Map
  2. Understand and Measure Lifetime Value (LTV)
  3. Why Retention Matters
  4. 4 Ways to Proactively Engage with Customers
  5. Identify and Activate Your Mobile MVPs
  6. Predict the Future with Feedback and Customer Sentiment
  7. The 7-Step Customer Centricity Checklist
  8. Select the Right Tools

Understanding the mobile customer lifecycle is a crucial part of setting a solid marketing strategy in today’s marketplace. The more we treat the mobile customer journey as a holistic experience rather than a fragmented one with different strategies taking hold at each stage, the better overall experience we can offer our customers.

About Ashley Sefferman

Ashley Sefferman is Head of Content at Apptentive. A digital communication and content strategy enthusiast, she writes about multichannel engagement strategies, customer communication, and making the digital world a better place for people. Follow Ashley on Twitter at @ashseff.
View all posts by Ashley Sefferman >

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