Entrepreneurs on Fire How to Build a Customer Lifecycle with Saumil Mehta: An EOFire Classic from 2021
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Jan 2, 2025 Saumil Mehta, head of Square’s Point of Sale and CRM unit, discusses innovative strategies for building a customer lifecycle. He emphasizes the importance of engaging customers from the very first spark of awareness to lifelong advocacy. Saumil highlights Square's mission of democratizing economic access and the evolution of their tools, like Cash App. He shares actionable insights on integrating omnichannel experiences and using CRM software effectively, making it clear that crafting outstanding customer experiences is crucial for today’s entrepreneurs.
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Value in Regret and Jealousy
- Saumil Mehta believes that regret and jealousy can be valuable emotions.
- By understanding these feelings, you can inform future actions.
Square's Mission
- Square's mission is to empower businesses of all sizes.
- They provide tools and resources to help businesses start, run, and grow.
Customer Lifecycle Stages
- The customer lifecycle has five stages: awareness, consideration, conversion, retention, and loyalty/advocacy.
- Each stage requires different strategies and tools to move customers through the process.
