What are the main challenges for modern CRM in online gambling? (A) Create a unique gaming experience; (B) Sustain customer satisfaction; (C) Protect customer loyalty.

Well, you probably think right now – who said so?

Olivier Maugain from AsiaAnalytics said so. Eh, you think – why should I listen to him?

Because he went to “Universität St. Gallen-Hochschule für Wirtschafts-, Rechts- und Sozialwissenschaften”, while you (yes, you Thomas) react this way when trying to calculate wagering requirements for a simple match bonus:

That’s why.

In the following presentation, he discusses about conveying the right message, to the right player, at the right time, through the right channel, with the right content.

This is exactly what was discussed during the Annual Online Gambling CRM & Retention held during the 2012 iCE. Mr. Dimiter Pantaleev said that: “Responsive CRM is becoming obsolete. Because online operators own ALL the possible data, they should already have everything in place to respond to any player-initiated scenario, before the player even thinks about it.”

What about this guy? Should you listen to him too?? You don’t have to. But one of these days, someone who actually listened may take your position, walking all over you.

PS: the Russian Gaming Week is just around the corner. Bo!