A game is only successful if you attract users and continually provide them with reasons to keep playing. In order to keep your fanbase happy and eager to play, you must be able to understand their wants and goals, and you need to know their behaviors and habits. While players will often be very eager to share their critiques, you can learn more about what a player wants through data and proper segmentation. This week on the Mastering Retention Podcast, Tom speaks with Max Mozgovoy (Director of CRM & Analytics at SegmentValue) about customer relationship management and proper user segmentation.
Here are your cheat codes:
1:32 How did Max Mozgovoy get into the video game industry?
4:49 The importance of Customer Relationship Management.
7:01 CRM within the gaming industry.
10:33 How to build and maintain a good relationship with your players.
12:48 Tracking User Interactions to understand them better.
14:37 Segmentation
23:18 Using segmentation to group users based on their ad tolerance.
28:15 Segmentation based on potential
30:24 Customer Lifecycle Management
38:02 Identifying User Goals
44:45 CRM Systems
48:03 Increasing engagement through understanding players behaviors.
55:03 How to keep more players around longer.
Ep. 93: Establishing and Maintaining Good Relationships with Users.