Gartner Research

How to Reach Your Customers Through Mobile Messaging

Published: 22 November 2016

ID: G00315185

Analyst(s): Brian Blau , Charles Golvin , Jenny Sussin , Jessica Ekholm , Brian Manusama


SMS, in-app communications and consumer messaging apps are all means for companies to reach customers through mobile devices. Application leaders supporting customer-centric initiatives must employ the appropriate mix of these channels in order to meet CRM objectives.

Table Of Contents
  • Key Challenges



  • Define Your Business Goal for Engaging With Customers Through Mobile Messaging
  • Understand the Differences in Audiences of Mobile Messaging Apps
  • Know the Key Differences in Mobile Messaging App Functionality
  • Experiment With Virtual Assistants Over the Mobile Channel

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