End of Year analysis of your 2016 SMS programs. SMS is still one of the most under-used eCRM programs and of the programs many brands have, they are programs are mainly offer and transactional based. Look back on 2016 and did the programs meet your goals and KPIs? If not, why not? For 2017, look at ways of using SMS as more of a utility that compliments the offer/transactional side. Give you customers utility options on using SMS – think password reset, order confirmation, order shipped and so on.