Customer Focus & Retention - Anticipate and perfect the customer journey
Customer segmentation and customer relationship management generate customer loyalty. Customer satsifaction drives customer value and customer retention.
Customer relationship management and understanding the customer experience are important investments into customer satisfaction and loyalty.
Companies that employ the right resources and skill set to understand and gauge true customer value can significantly improve the acquisition cost and ROI.
If customer value drivers are not understood, measured and used, companies will waste resources and capital in their customer retention efforts.
Customer segmentation, customer relationship management and value propositions establish transparency and guide the customer satisfaction and retention investments.
Customer segmentation lays the foundation for competitive advantage and improved profit margins. Mapping customers into buying behavior and value concepts allows to craft the right resource allocation strategy and service models.
When perception is reality then customer perception is the customer's reality and the customer always has a choice. A repetitive customer satisfaction program should establish measurable and actionable metrics that center around the customer experience in order to produce improvement opportunities for the various customer segments.
Proactive and reactive improvements of the customer experience need to be an ongoing effort supported by management. Efficient work streams and effective methodologies to resolve customer claims are essential as much as understanding why customers are loyal so these reasons can be replicated to a broader range of customers.