How CRM Teams Are Driving ~2x Customer Lifetime Value with AI-Enabled Messaging
Legacy channels are losing ground, and your lifecycle metrics may be paying the price. New research from Boston Consulting Group, commissioned by Meta, shows how AI-enabled rich messaging is delivering measurable gains in retention, engagement, and customer lifetime value across the ANZ market.
Enterprises that scale rich messaging beyond sales and marketing into fulfilment, support, and authentication report up to ~2x improvements in customer lifetime value and ~1.5x improvement in customer acquisition cost. High-value transactional messages build trust in the channel, keep customers engaged, and increase the effectiveness of subsequent marketing—creating a compounding lifecycle effect.
98% of Australians already use at least one messaging application, and 4 in 5 prefer messaging apps over SMS. The report breaks down how lifecycle-wide messaging strategies outperform single-use-case pilots on the metrics that matter most to CRM teams.
Download the report for data and frameworks to drive retention and growth through conversational channels.
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