G2

Prasad A.

CRM Marketing Specialist

Enterprise (> 1000 emp.)

8/26/2026

"From Customer Data to Customer Engagement: Powering Smarter CRM at Scale"

5/5

What do you like best about CleverTap?

What I like most about CleverTap is how it brings the entire customer engagement ecosystem together in one powerful, intuitive platform. It goes beyond simply sending campaigns—it enables us to understand customers, identify intent, personalize communication, automate journeys, and continuously optimize performance, all within a single ecosystem.

One of the biggest advantages for me is the depth and flexibility of segmentation. Being able to create highly specific customer cohorts based on their behaviour, transactions, engagement, preferences, and interactions gives us the ability to move away from generic mass communication and build much more relevant customer experiences. This becomes especially valuable when working across different customer lifecycle stages, where the right message, audience, and timing can make a significant difference.

I also really appreciate CleverTap’s journey orchestration and automation capabilities. Designing journeys around customer behaviour makes it possible to engage users at meaningful moments rather than relying only on scheduled campaigns. Whether it is onboarding, reactivation, cart or wishlist engagement, retention, or promotional communication, the ability to build structured and automated journeys helps make CRM much more strategic and scalable.

Another standout feature is the real-time behavioural insights. CleverTap makes it easier to understand not just what customers are doing, but also how their behaviour is evolving. Having these insights readily available helps us make faster, data-driven decisions around targeting, communication, and campaign strategy.

From a marketer’s perspective, the multi-channel capabilities are another major strength. Managing and coordinating communication across channels such as email, push notifications, in-app messaging, and other engagement touchpoints allows us to create a more connected customer experience rather than treating every channel independently.

I also find the analytics and reporting capabilities extremely valuable. Being able to measure campaign performance, understand user behaviour, compare cohorts, and identify opportunities for optimization helps close the loop between execution and learning. It encourages a continuous test-and-learn approach instead of simply measuring whether a campaign was sent successfully.

What makes CleverTap particularly impressive, though, is the balance between power and usability. Despite offering a wide range of capabilities, the platform is designed in a way that allows marketers to translate complex customer data into actionable campaigns without constantly depending on technical teams.

Overall, CleverTap has helped transform CRM from being primarily a campaign execution function into a more data-driven customer engagement and retention function. The combination of rich customer insights, powerful segmentation, journey automation, personalization, experimentation, and analytics makes it a platform that can genuinely influence how brands build long-term relationships with their customers. Review collected by and hosted on G2.com.

What do you dislike about CleverTap?

I don’t really remember anything specific that I didn’t like about Clevertap. Review collected by and hosted on G2.com.

What problems is CleverTap solving and how is that benefiting you?

CleverTap is solving one of the biggest challenges in modern CRM: turning large volumes of customer data and interactions into meaningful, timely, and personalized engagement.

In a fast-paced e-commerce environment, customers interact with a brand across multiple touchpoints and at very different stages of their journey. The challenge is no longer simply “How do we communicate with customers?”* but rather “Who should we communicate with, what should we say, when should we say it, and through which channel?” CleverTap helps address this entire problem in a much more structured and data-driven way.

One of the key problems it solves for us is audience fragmentation and inefficient targeting. Instead of treating the entire customer base as one audience, CleverTap allows us to build highly relevant segments using behavioural, transactional, engagement, and lifecycle data. This helps us move from broad-based communication to precision targeting, ensuring that customers receive communication that is more relevant to their interests and actions.

Another major challenge CleverTap addresses is reactive rather than proactive customer engagement. With behavioural triggers and automated journeys, we can respond to customer actions in a timely manner. For example, a customer's interaction with a product, cart, wishlist, category, or campaign can become a meaningful trigger for subsequent communication. This allows us to engage customers based on their actual intent rather than simply following a fixed communication calendar.

CleverTap also helps solve the problem of manual and repetitive CRM execution. Once a journey is designed and the appropriate conditions are defined, automation takes care of the execution at scale. This is particularly beneficial for lifecycle use cases such as onboarding, engagement, reactivation, retention, and churn prevention. It frees up significant operational bandwidth for the CRM team, allowing us to focus more on strategy, experimentation, and optimization rather than repetitive campaign management.

Another important problem it solves is channel fragmentation. Customer engagement can easily become disconnected when email, push notifications, in-app communication, and other channels are managed independently. CleverTap enables us to think about the customer journey more holistically and orchestrate communication across multiple touchpoints. This helps create a more consistent and connected experience for customers.

The platform also addresses the challenge of decision-making without sufficient behavioural context. Its analytics and reporting capabilities allow us to understand customer behaviour, campaign performance, engagement trends, and cohort-level responses. Instead of looking only at surface-level campaign metrics, we can use these insights to understand what is working, where customers are dropping off, and which audiences are responding better to specific communication strategies.

One of the biggest benefits for me as a CRM marketer is the ability to create a continuous test-and-learn ecosystem. We can experiment with different audiences, messaging, offers, journeys, timing, and channels, measure the results, and use those learnings to improve subsequent campaigns. This makes CRM much more scientific and less dependent on assumptions or intuition.

CleverTap also helps address the challenge of scaling personalization. Personalization can become extremely difficult when customer volumes are large and customer behaviours are constantly changing. CleverTap provides the infrastructure to use customer data and behavioural signals at scale, making personalized engagement much more practical from both an operational and strategic perspective.

Most importantly, these capabilities have helped shift the role of CRM from being primarily campaign-focused to customer-focused. Instead of asking, “What campaign should we send today?”, we can ask, “What does this customer need at this point in their journey, and what is the most relevant way to engage them?”

The overall benefit is a more efficient, measurable, scalable, and intelligent CRM operation. CleverTap helps reduce manual effort, improve audience relevance, enable timely engagement, strengthen lifecycle communication, and provide actionable insights for optimization.

If I had to summarize the value CleverTap brings in one line, it would be: CleverTap helps bridge the gap between customer data and customer action—turning behavioural insights into timely experiences and turning CRM from a communication channel into a genuine growth and retention engine. Review collected by and hosted on G2.com.