Episode 32: Email, WhatsApp aur CRM marketing
WhatsApp Business, email aur CRM: apni audience se seedha, personal aur permission ke saath baat.
Instagram par post daali, 2,600 followers mein se shayad 300 ko dikhi.
WhatsApp par message bheja, jinhone permission di thi unme se zyaadatar ne padha. Yeh “owned channel” ki taakat hai.
Owned, earned, paid
| Type | Kya | Control |
|---|---|---|
| Owned | WhatsApp list, email list, website | Poora aapka |
| Earned | Reviews, shares, press, creator mentions | Kam |
| Paid | Ads | Jab tak paisa |
Lambe samay mein sabse valuable asset: owned list jo permission se bani ho.
WhatsApp marketing: app vs API
WhatsApp Business App
Free, ek phone. Catalog, labels, quick replies, broadcast lists.
Broadcast sirf unhe jaata hai jinke phone mein aapka number saved ho
WhatsApp Business Platform (API)
Providers ke through. Bulk messages, automation, team inbox, approved templates.
Per conversation/message charges lagte hain
StyleStreet abhi App se shuru karti hai, 1,000+ opt-ins ke baad API provider par jaayegi.
Email: purana lekin kaam ka
- Sasta: hazaron emails kam kharche mein (Shopify Email, Mailchimp, Brevo jaise tools)
- Lamba content: styling guides, stories, lookbooks
- Automation: welcome series, abandoned cart, post-purchase
| Metric | Matlab |
|---|---|
| Open rate | Kitno ne khola (privacy features ki wajah se ab kam reliable) |
| Click rate | Kitno ne link click kiya, zyada reliable |
| Unsubscribe | Kitne chhod gaye, zyada ho toh content/frequency check |
CRM: customers ki yaadasht
Ek system jahan har customer/lead ki info, purchases aur baatcheet ek jagah ho.
Shuru Google Sheet se ho sakta hai: naam, phone, city, size, kya kharida, kab, total spend, label. Baad mein Shopify customers, Zoho/HubSpot jaise CRMs.
Isse kya milta hai? “Size M, mustard pasand, 2 orders, Jodhpur” jaisi info se personal message.
Segmentation aur automated flows
| Flow | Trigger | Messages |
|---|---|---|
| Welcome | Opt-in | Planner PDF → brand story → bestsellers |
| Abandoned cart | Cart, no purchase | 1 ghante baad reminder → 24 ghante baad FAQ/size help |
| Post-purchase | Order delivered | Care guide → review request → styling tip |
| Win-back | 90 din se no order | “Aapke liye naya” + soft offer |
Har segment ko alag message: Jodhpur customers ko Jodhpur pop-up ki khabar, size L ko size L restock.
StyleStreet ki real problem
Ek broadcast, sab ko, roz
Neha ne 250 numbers ki ek broadcast list banayi aur roz “New collection! 😍” bhejti thi.
- Kai logon ke phone mein StyleStreet ka number saved nahi tha, toh message pahuncha hi nahi
- Jinhe pahuncha, unme se kuch ne block kiya
- Koi segmentation nahi, koi personal touch nahi
Practical example: StyleStreet ka post-purchase WhatsApp flow
| Kab | Message |
|---|---|
| Order ke turant baad | “Thank you Priya! 💛 Order confirm. Tracking link: …” |
| Delivery ke din | “Parcel pahunch gaya? Pehli wash se pehle yeh care tips padh lo: …” |
| 3 din baad | “Fit kaisa raha? Agar size badalna ho, bas reply karo. Pasand aayi toh 1-min review: link” |
| 14 din baad | “Is kurti ke saath 3 dupatta looks 👇 (aur aapke size mein naya teal design)” |
Aapka mission: Owned channel system banao
StyleStreet ke liye:
- CRM sheet ke 10 columns decide karo
- 4 segments banao (location, size, purchase history, activity)
- Welcome flow ke 3 messages likho
- Abandoned cart ke 2 messages likho
- Post-purchase flow apne words mein likho
- WhatsApp App se API par kab shift karna hai, criteria likho
Quiz
-
Owned media ka example?
- A. Instagram ads
- B. WhatsApp opt-in list aur email list
- C. Influencer post
- D. Google ranking
Answer dekho
Sahi jawab: B. WhatsApp opt-in list aur email list
Owned = aapka apna channel jahan platform ki permission nahi chahiye.
-
WhatsApp Business App broadcast kisko pahunchta hai?
- A. Sabko
- B. Sirf unhe jinke phone mein aapka number saved hai
- C. Sirf customers
- D. Kisi ko nahi
Answer dekho
Sahi jawab: B. Sirf unhe jinke phone mein aapka number saved hai
Isliye customers se number save karne ko kehna chahiye.
-
Abandoned cart flow kab trigger hota hai?
- A. Order ke baad
- B. Cart mein product, purchase nahi
- C. Opt-in par
- D. Birthday par
Answer dekho
Sahi jawab: B. Cart mein product, purchase nahi
Jo kharidne ke bilkul kareeb tha use yaad dilana.
-
CRM ka sabse bada fayda?
- A. Design sundar
- B. Har customer ki info ek jagah, personal aur segmented communication
- C. Followers
- D. Free ads
Answer dekho
Sahi jawab: B. Har customer ki info ek jagah, personal aur segmented communication
Yaad rakhna hi rishta banana hai.
Client project mein output
Project file mein ab CRM & Messaging System:
- CRM sheet structure
- 4 segments
- Welcome, abandoned cart, post-purchase, win-back flows
- WhatsApp scale-up plan
Golden rule: Followers kiraye ka ghar hai, permission list apna. Har customer ko yaad rakho, aur uske hisaab se baat karo.