ChatGPT

The Future of CRM: Turning Emails into Conversations with ChatGPT

Hey there!

Imagine opening an email that feels like it was written just for you—because it was. That’s the promise of hyper-customisation with AI, and it’s not just a dream. At a recent INSIDE CRM Meetup, CRM and AI experts Christian Kobusch and Malte Fehr shared how ChatGPT can help businesses craft personalised emails for every single customer. No more templates. No more one-size-fits-all.

This isn’t just about cool tech—it’s about redefining how we connect with people in a digital world. Whether you’re knee-deep in CRM strategies or just starting out, this is something you’ll want to know about.

What You Will Learn in 5 Minutes:

đź’ˇ How AI flips the script on traditional email marketing.

đź’ˇ What it takes to automate email personalisation at scale.

đź’ˇ Why transparency and strategy are your best allies in this AI-powered future.

Email Marketing: From Generic to Genius

Email marketing has been the go-to tool for building customer relationships for over two decades. But let’s be honest—how many emails have you ignored this week? That’s because most of them still rely on old-school segmentation and basic personalisation (you know, “Hi [First Name]”).

Christian put it best: “That’s no longer enough.” With tools like ChatGPT, we’re entering the era of segment of one—where every email is uniquely crafted for the recipient. It’s like talking to a friend instead of broadcasting to a crowd.

How Hyper-Customisation Works

So, how do you pull off this magical one-on-one communication? Christian and Malte shared their blueprint:

  1. Know Your Customer: Start with data—name, age, interests. The basics matter.

  2. Let AI Do the Heavy Lifting: Feed that data into ChatGPT, which generates a personalised subject line or body text for each recipient.

  3. Send It Like a Pro: Plug the AI-crafted content into your email system and hit send.

This isn’t just fancy tech—it’s a practical way to show your audience you’re listening.

Workflow

This slide breaks down how data flows through AI to create tailored emails.

The Nitty-Gritty Details

Here’s where it gets real. Making hyper-customisation work at scale isn’t a walk in the park. Christian and Malte didn’t sugarcoat it—they tackled the challenges head-on:

1. Writing AI Prompts That Deliver

AI needs clear instructions. Malte uses the RTF Framework (Role, Task, Format) to make sure the output hits the mark every time.

Framework

2. Keeping Costs in Check

GPT-4 can generate stunning emails, but at a price. To save costs, Malte sometimes switches to GPT-3.5, which still gets the job done for less.

3. Avoiding AI Goofs

Yes, AI can mess up. Malte shared how one email out of 10,000 mistakenly included a fake discount. Their solution? Automated checks and a final human review.

4. Scaling Without Breaking

Handling thousands of emails is no small feat. Malte’s team tackled it with batch processing and parallel requests to speed things up.

Straight from the Q&A: What Everyone Wanted to Know

What About Other AI Tools?
Malte fielded questions about Google Gemini and other competitors. His verdict? Tools like Gemini offer advanced features, but OpenAI’s ChatGPT is unbeatable for its simplicity and flexibility.

Legal and Ethical Landmines
An audience member asked about the legal implications of AI-generated content. Christian’s advice: Be transparent. Add disclaimers like “This email was AI-assisted” to stay compliant and build trust.

Does It Scale for Millions?
Here’s the kicker—scaling hyper-personalisation for huge audiences is tricky. Christian suggested starting with high-value customers or win-back campaigns where you already have solid data. For new audiences, quick surveys can help fill the gaps.

Why This Matters for You

Let’s cut to the chase. Why should you care about hyper-customisation? Because it’s the future of CRM. Here’s what it could mean for your business:

  • Emails People Actually Read: Personalisation makes emails worth opening.

  • A Reputation That Stands Out: When your communication feels human, customers notice.

  • Better ROI: Yes, there’s an upfront cost, but the engagement boost can make it worth every penny.

Christian summed it up perfectly: “This is where customer expectations are headed. If you’re not there, you’re behind.”

Key Takeaways

  • AI tools like ChatGPT make personalisation at scale possible, but they need a solid plan behind them.

  • Costs, quality, and legal concerns can be managed with the right strategies.

  • Customers expect personalised experiences—ignoring this trend risks your brand’s reputation.

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About the Speaker

Christian Kobusch is a CRM consultant with years of experience in building customer-first strategies. With your consulting service CRM.Berlin, Christian advises B2C companies on CRM matters.

His co-presenter, Malte, is a tech-savvy entrepreneur passionate about using AI to solve real-world business challenges. Malte can be found through his website www.ai-fy.io.

About the Meetup

Organised by Audrey Mann and Jessica Jantzen, the INSIDE CRM Meetup is a platform for CRM professionals to share insights, strategies, and success stories. It brings together experts from various industries to discuss the latest trends and innovations in customer relationship management.

Disclaimer: This article has been generated with ChatGPT based on an audio transcript and presentation slides from the INSIDE CRM Meetup. The content has been reviewed by the presenter to ensure accuracy and relevance.