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Video: Webinar BRP Customer Retention
Video dokumentation
Customer Retention helps you retain your customers and increase sales by creating automated targeted messages to individuals in specific segments. These segments set requirements on how a member must have behaved to receive a message. A segment could for example include people who:
Bought a trial week but didn’t buy a regular subscription afterwards
Attended an event but hasn’t bought a subscription
Hasn’t visited the facility the last 8 weeks
Green: Inbound - people who started meeting the terms of the segment
Red: Outbound - people who no longer meet the terms of the segment
Black/White: Confirmed - people who have met the terms of the segment and have been sent a message (if configured to do so)
It is possible to integrate BRP Sales Management with NG Dialogue. The integration includes exporting the customer data of the different segments from BRP to NG Dialogue.
The Customer Retention license is required.
BRP Cloud is required
Push-notification license (optional)
If you are interested in getting started with the Customer Retention functionality: reach out to your BRP Sales representative or Customer Success Manager for more information on how to begin! |
|
Setting | Value |
|---|---|
Activate the Customer Retention Module (useCustomerRetention) | Yes This setting needs to be activated by BRP staff |
Enable this right on the roles of those who should access Sales Management and Customer Retention:
Module - BRP Sales Management
You can create customer segments based on:
Personal characteristics, such as age and gender
Days since the person became a member (membership journey)
Active subscriptions and how the subscriptions are paid
Commitment period, renewals, and freezes of the subscription
No-shows to group activities and overdue invoices
Future bookings
Upselling and what the customer has or hasn't purchased
Go to BRP Sales Management → Customer retention → Customer segment
Click on “Create”
Enter a name of the segment
Add the terms that fits this segment
You can add many different terms to fit the need of this segment
A segment can include or exclude persons based on a set of criteria
Choose if a person has to satisfy any or all terms to be included/excluded in the segment
Click on “Count hits” to verify that someone is included in the segment
Click on “Save”
A measure template is the template for what and how you want to communicate to a person within a certain segment. One template should be created for every segment, and the message can be sent through:
SMS
Push-notifications (require the push-notification license)
MailChimp
Marketing activity (to send an activity for staff to perform, i.e. call the person)
Go to BRP Sales Management → Customer retention → Measure templates for customer segment
Click on the + (plus sign)
Enter a name
Click on + (plus sign) under Channels
Select the channel
Enter the message → Click “OK”
The property "Show in API" decide which segments will be included in the export template "ActiveSegmentsInCustomerRetention" (TP48913 / 2022.4604)
Go to BRP Sales Management → Customer retention → Customer segment
Click on the three dots on the segment → Click on “Change”
Click on “Settings”
Add the measure template under Automatic dispatch
It is possible to add the template under either “Inbound” or “Outbound”, or both. This means sending the message either when a person enters the segment (by meeting the terms configured for that segment), or moving out of the segment (by no longer meeting the terms configured for that segment).
Click on “Save”
All terms are in the context of what a person holds
Active Subscriptions:
Subscriptions with the following characteristics:
Not interrupted
Debited OR has a pending debit OR has automatic renewal
Active Subscriptions - Renewal:
Subscriptions with automatic renewal turned on or off
Active Subscriptions - Payment Method:
Subscriptions with a specified payment method:
Direct debit (AG)
Single payment
Recurring card payment (RCP)
Active Subscriptions - Freezing:
Subscription freezes with specified start and end dates
Example:
Match subscriptions that were frozen on 2022-02-14: start date before 2022-02-15 and end date after 2022-02-14
This allows for finding persons with subscriptions that are:
Frozen during a specific interval (at least one day)
Starting a freeze during a specific interval
Ending a freeze during a specific interval
Active Subscriptions - Product Label:
Subscriptions with a specified product label
Active Subscriptions - Monthly Cost:
Subscriptions with a monthly cost (rounded down to the nearest whole number)
Calculation:
Charging unit - Day: Subscription cost / subscription product's charging interval * 31
Charging unit - Month: Subscription cost / subscription product's charging interval (min. 1)
Example:
Subscription 200:-/7 days - Monthly cost = (200 / 7) * 31 = 885:-
Subscription 5000:-/year - Monthly cost = 5000 / 12 = 416:-
Subscription 300:-/month - Monthly cost = 300 / 1 = 300:-
Deactivated:
Either deactivated or not
Visits:
Has visits/entries registered in the system.
Only counts "new" visits, i.e., only one visit per day is counted, even if the person visited the facility multiple times in one day.
Days Remaining on Non-Renewing Subscription:
Has X days remaining on a non-renewing subscription, calculated from today's date
Days Since Overdue Invoice:
Has an invoice that has been overdue for X days, calculated from today's date
If the invoice is a direct debit (AG) invoice, the value for the setting "Block card after a number of overdue days" is considered
Membership - Start Date:
Number of days since the membership started
Membership - End Date:
Number of days since the membership ended
Days Since Registration:
X days have passed since the first time a subscription was signed
Group Activity - Active No-Show:
Has X number of active no-shows for group activities
Group Activity - Participation:
Checked in for group activity
Gym Visits:
Checked in for a workout session, not linked to a group activity booking
Customer Type:
Is or is not specified customer type
Gender:
Is or is not specified gender
Member:
Considered to be a member
Product - Booking Date:
Has a product booked considering the booking date, of specified type
Product - Purchased:
Has purchased a product, of specified type
Product - Start Date:
Has a product booked considering the booking start date, of specified type
Product Label - Booking Date:
Has a product booked considering the booking date, with a specified label
Product Label - Purchased:
Has purchased a product, with a specified label
Product Label - Start Date:
Has a product booked considering the booking start date, with a specified label
Service Booking:
Has made one or more service bookings based on specified values
Age:
Current age
The Measure dispatch is a list of actions/messages that have been sent to people within a certain segment.
Update: Updates the segment and the people within it manually (otherwise done automatically once per night)
Edit: Change the terms or settings of the segment
Delete: Remove the segment permanently. This can not be undone, not even by BRP staff.