<aside> 💡 High-level strategic decisions around communication to IDT customer base

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Overview

The following document will provide details around I done this comms strategy and how best to approach our customers

Strategy

Approach / Values

• We will always educate our customer base on productivity
• We won't spam them with too much messaging
• We want a casual but professional voice

Comm Types / Frequency

• Broadcast (one-off) - TBD and can happen when needed
• Product updates (2-weeks) - If our velocity is predictable from dev, we can update every 2 weeks
• Newsletter / educational content (1 week) - Productivity hacks and content can be sent on a weekly basis for anyone who opts-in
• Transactional (anytime) - Anything related to product / in-app comms (ie: credit card expiring, log your tasks)
• Reengagement (based on RFM) - Define dropoff / cold user and send comms to restart their service (ie: looks like you lost some productivity this week, let's get back in....)

Execution

Start with the customer

We will utilize the RFM segmentation framework, which looks at 3 categories (Recency, Frequency, and Monetary) to determine several segmentations and targeted/personalized messaging