Customer Lifecycle Management

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The document discusses strategies for marketing to online users in India. It notes that people have increased internet access through various devices like smartphones. It then discusses different types of online shoppers in India and how to target them through location-based advertising or by understanding their decision factors when shopping online. The document also covers developing personas, account-based marketing strategies, creating a customer journey map, and planning promotion strategies using various digital channels. It emphasizes measuring the effectiveness of different marketing tactics.

1) The document outlines a marketing planning template for IBM business partners to generate software revenue growth. It includes identifying revenue targets, growth areas, projected revenue and leads needed to hit targets, and determining the target mix from new and existing customers. 2) The template provides guidance on selecting target industries, audiences, and key messages tailored to different stages of the buyer's journey. It also addresses allocating marketing and sales resources. 3) The template is designed to help business partners develop a full year marketing plan with targeted activities, timelines, budgets, and assigned responsibilities to generate qualified leads and achieve required revenue.

Learn how to gather valuable data with the use of a client loyalty assessment tool. Startquestion - Online surveys, forms, and tests. Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld. Learn more about how to avoid mistakes in NPS surveys: https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/

The document discusses how customer relationship management (CRM) is undergoing changes due to new technologies like social media, mobile devices, and communities. In the future, CRM will focus more on collaboration and building value networks between companies and customers. Companies will work together dynamically to meet customer needs and provide convenient, personalized experiences across different touchpoints. CRM strategies will center on co-creating value with customers before, during, and after transactions through integrated systems and services.

The presentation covers elements of a GTM plan, what makes it disruptive and how does one measure it. The presentation was used at the NASSCOM Product Conclave in Cochin held on 14 Dec 2016 by Sunder Madakshira.

Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.

Customer Relationship Management (CRM) is concerned with creating shareholder value through developing appropriate customer relationships. This requires integrating people, operations, and marketing capabilities using information, technology, and applications. The document outlines a CRM strategy framework involving five key processes: strategy development, value creation, multi-channel integration, information management, and performance assessment. These processes drive a firm's CRM strategy through questions about how to segment and deliver value to customers, maximize lifetime customer value, integrate customer touchpoints, organize customer data, and measure results.

This document discusses how insurers can become more customer-centric in order to meet evolving consumer demands and expectations. It outlines three essential steps insurers need to take: 1) Develop customer-centric operating models focused on understanding customer needs; 2) Apply advanced data analytics and segmentation to improve the customer experience; and 3) Harness digital technologies as part of an integrated channel strategy. The journey to becoming truly customer-centric will be challenging and require significant cultural shifts within insurers, but taking these steps can help insurers strengthen customer relationships, drive growth, and gain competitive advantages.

Telekom piloted Staffino's customer feedback system in 22 stores to address challenges in improving customer experience and service quality. Key findings from the pilot showed that the system identified issues affecting customer satisfaction, created positive pressure on employees to improve, collected feedback from potential customers, easily identified best and worst performing staff, and provided timely feedback to store managers to resolve issues. Based on the pilot's success, Telekom decided to implement the system nationally in all 100 stores.

Customer Lifetime Value (CLV) has become a must know term for eCommerce merchants of any size. It allows you to discover the true value each customer has to your store. But what most people don't know are the different ways to calculate it and the true impact it has on your business. In this discussion we cover everything you need to know about customer lifetime value. We present a few ways to calculate it as well as show some cases where CLV can impact a business. These cases will show what happens when you ignore lifetime value, and the benefits of making decisions with CLV in mind.

An overview of digital and social media marketing with preference to KTU MBA, DIGITAL AND SOCIAL MEDIA MARKETING UNIT 1 includes evolution, benefits, web1.0, web2.0 & web3.0, web marketing, web marketing team, digital marketing plan, a key performance indicator, & digital marketing channel

This document discusses how technology can enhance service quality in retail shops. It aims to deliver consistent customer experiences across channels, facilitate consumer engagement on their preferred channels, and create seamless journeys. Technology like mobile alerts, virtual dressing rooms, and digital associates can integrate physical and online shopping. By understanding customer needs and using communication channels, expenditure on customer service can be reduced. Omni-channel retailing uses various shopping channels and provides marketers data to deliver targeted messages.

7 Trends Shaping the Future of Ecommerce: - Accelerating consumer behaviours - Retaining best customers (higher penetration and higher acquisition costs) - Collapsing funnels (ecommerce becomes social and experiential) - Rise of meta Marketplaces - Lightening fulfilment - Invisible payments - Programmatic personalisation

1. The document discusses effective customer segmentation for understanding website traffic and properly evaluating marketing campaigns. 2. It recommends starting with a simple segmentation of logged-in visitors to change one's view of web analytics data. Calculating conversion rates from potential customers only is also recommended. 3. Customer cohorts based on acquisition date can provide insights about customer activation and retention. The document recommends not limiting oneself to what web analytics tools offer and making tools analyze customized segments.

CRM involves developing and maintaining long-term, mutually beneficial relationships with strategically important customers. It is based on trust and value and aims to deliver superior customer value over time. Relationships develop through different stages from initial interactions to long-term partnerships. Salespeople play a key role in building and promoting relationships by understanding customer needs and adding value at each stage of development. The goal of CRM is turning prospects into loyal, profitable customers through effective relationship management.

This document discusses calculating and analyzing customer lifetime value (CLV). It provides formulas for calculating CLV based on yearly gross contribution per customer, retention rate, discount rate, and retention costs. An example calculation is shown. The document also discusses how retention rate affects CLV and introduces the concepts of net promoter score (NPS) and customer likeability score to categorize customers. It proposes mapping customers on a "grid" based on these metrics to identify the most and least valuable relationships.

This document discusses customer audit, feedback, and satisfaction monitoring services to help improve customer service delivery. It provides an overview of the COPS (Customer Opinion, Preferences and Satisfaction) program which collects customer feedback across multiple touchpoints to understand customer experiences and insights. The COPS data is then used to drive improvements in customer experience, quality, retention, and business performance. The document also outlines the benefits of the COPS program for businesses in gaining deeper customer understanding, continuously improving products/services, improving brand loyalty, and ensuring compliance and transparency.

This document discusses strategies for improving advertiser loyalty and engagement. It outlines key business objectives like improving first contact resolution, optimizing efficiency through automation, and implementing upsell and cross-sell strategies. It then discusses how to transform service to focus on understanding and delivering experiences for advertisers through various touchpoints. Finally, it provides an overview of Hinduja Global Solutions, a global customer relationship management services provider, and their client satisfaction survey results.

The document discusses transforming businesses to be more customer-centric. It notes that today's customers are redefining value and expect multi-channel engagement anytime, anywhere. Customer experience is the top priority and driver of growth. The challenges that organizations face are outlined, such as having customer data in silos and lacking a single customer view. The need for customer impact transformation to address new business imperatives like reducing costs and improving experiences is discussed. A process for business transformation is proposed that includes assessment, understanding challenges, solution design, justification, and agreement.

customer experience management session on sales summit from Minds&More - all details on customer centricity & customer contact centres

Digital Transformation is not just about digital Technologies.It's a gamut of technologies, processes, vision and mindset, which empowers enterprises to understand and serve customer needs in the ever growing Industry 4.0

Digital Transformation is not just about digital Technologies.It's a gamut of technologies, processes, vision and mindset, which empowers enterprises to understand and serve customer needs in the ever growing Industry 4.0

A short introduction to trends in improving your Customer\'s Experience of their interactions with your organisation and how that can improve profitability and reduce operating costs.

ABF Budgeting, Forecasting and Financial Planning Conference, Feb 2009 *Understanding what strategic planning is and why it is important *Clarify the difference between vision, mission statement, goals and objectives *The external environment: The need to understand the economic cycle *Tying the strategic plan to the budget *Cost Reduction methods and advice

The document discusses strategies for businesses to provide superior customer experiences and grow profitably. It outlines different types of service business strategies from price-driven to brand-driven. Brand-driven strategies focus on providing a compelling value proposition, solving complex challenges, consistent global services, unique knowledge, and promoting experiences. The document also discusses frameworks for customer experience management and achieving different levels of service maturity from warranty to brand-driven.

The document discusses using customer insight to drive performance for a large wireless communication company. It describes implementing a phased approach including developing tactical targeting tools, identifying growth opportunities, and establishing an infrastructure to capture value. Case studies demonstrate segmenting the customer base to understand needs, prioritize initiatives, and maximize revenue and retention through targeted campaigns.