In this episode we had the pleasure of hosting Agatha Bejan, Director of CRM & Subscription Optimization at Phiture to talk about the role of a CRM professional in a games company and how they leverage player feedback for retention and monetization.

What will you listen to in this episode?

1. Minute 05:37 - Agatha introduces herself and talks about her current role at Phiture, and her previous roles at EA, Jagex and Zynga.

2. Minute 08:38 - Agatha, a CRM specialist and manager for many years, explains our audience what does a CRM manager exactly do, and why is it such an important role in the gaming industry.

3. Minute 10:14 - She talks about how player feedback influences her day-today job as a CRM Manager.

4. Minute 11:49 - Agatha dives into what is the type of data that she searches for when doing player or user research and what are the metrics she looks at to optimize performance.

5. Minute 13:24 - Our guest shares some effective CRM strategies that add value to the customer experience and drive revenue.

6. Minute 16:20 - What are the top three user insights that bring Agatha's team the biggest impact?

7. Minute 17:58 - Agatha talks about how she intertwines player insights qualitative and quantitative data.

8. Minute 20:05 - In Agatha's opinion, what is the best way to retain players?

9. Minute 21:53 - If there would be a dream insight you could get from your users, what would it be?