| customer lifecycle management strategy: Customer Relationship Management V. Kumar, Werner Reinartz, 2012-04-30 Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. |
| customer lifecycle management strategy: Life Cycle Management Guido Sonnemann, Manuele Margni, 2015-07-16 This book provides insight into the Life Cycle Management (LCM) concept and the progress in its implementation. LCM is a management concept applied in industrial and service sectors to improve products and services, while enhancing the overall sustainability performance of business and its value chains. In this regard, LCM is an opportunity to differentiate through sustainability performance on the market place, working with all departments of a company such as research and development, procurement and marketing, and to enhance the collaboration with stakeholders along a company’s value chain. LCM is used beyond short-term business success and aims at long-term achievements by minimizing environmental and socio-economic burden, while maximizing economic and social value. |
| customer lifecycle management strategy: Never Lose a Customer Again Joey Coleman, 2018-04-03 Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the Acclimate stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the Adopt stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, Advocate, loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention. |
| customer lifecycle management strategy: Digital Marketing Excellence Dave Chaffey, PR Smith, 2022-07-22 Now in its sixth edition, the hugely popular Digital Marketing Excellence is a practical guide to creating and executing integrated digital marketing plans, combining established approaches to marketing planning with the creative use of new digital models and digital tools. Written by two highly experienced digital marketing consultants, the book shows you how to: Draw up an outline integrated digital marketing plan Evaluate and apply digital marketing principles and models Integrate online and offline communications Implement customer-driven digital marketing as part of digital transformation Reduce costly trial and error Measure and enhance your digital marketing Learn best practices for reaching and engaging your audiences using the key digital marketing platforms. This new edition has been streamlined to seamlessly integrate the latest developments in digital analytics, ethics and privacy, Predictive Analytics, Machine Learning and Artificial Intelligence. Including new international case studies and up-to-date examples throughout, this book cuts through the jargon to show marketers how to leverage data and digital technologies to their advantage. Offering a highly structured and accessible guide to a critical and far-reaching subject, Digital Marketing Excellence, 6th edition, provides a vital reference point for all digital marketing students, and managers involved in digital marketing strategy and implementation. Online resources have been fully updated for the new edition and include a new set of PowerPoint slides and a full test bank of questions and exercises. |
| customer lifecycle management strategy: Organizational Physics - The Science of Growing a Business Lex Sisney, 2013-03-01 There are hidden laws at work in every aspect of your business. Understand them, and you can create extraordinary growth. Ignore them, and you run the risk of becoming another statistic. It's become almost cliche: 8 out of every 10 new ventures fail. Of the ones that succeed, how many truly thrive-for the long run? And of those that thrive, how many continually overcome their growth hurdles ... and ultimately scale, with meaning, purpose, and profitability? The answer, sadly, is not many. Author Lex Sisney is on a mission to change that picture. After more than a decade spent leading and coaching high-growth technology companies, Lex discovered that the companies that thrive do so in accordance with 6 Laws - universal principles that govern the success or failure of every individual, team, and organization. |
| customer lifecycle management strategy: Customer Relationship Management Francis Buttle, 2009 This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims. |
| customer lifecycle management strategy: Connected Strategy Nicolaj Siggelkow, Christian Terwiesch, 2019-04-30 Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost? This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of workshop chapters throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry. |
| customer lifecycle management strategy: Introduction to Business Lawrence J. Gitman, Carl McDaniel, Amit Shah, Monique Reece, Linda Koffel, Bethann Talsma, James C. Hyatt, 2024-09-16 Introduction to Business covers the scope and sequence of most introductory business courses. The book provides detailed explanations in the context of core themes such as customer satisfaction, ethics, entrepreneurship, global business, and managing change. Introduction to Business includes hundreds of current business examples from a range of industries and geographic locations, which feature a variety of individuals. The outcome is a balanced approach to the theory and application of business concepts, with attention to the knowledge and skills necessary for student success in this course and beyond. This is an adaptation of Introduction to Business by OpenStax. You can access the textbook as pdf for free at openstax.org. Minor editorial changes were made to ensure a better ebook reading experience. Textbook content produced by OpenStax is licensed under a Creative Commons Attribution 4.0 International License. |
| customer lifecycle management strategy: Product Lifecycle Management Antti Saaksvuori, Anselmi Immonen, 2005-12-06 In today`s industrial manufacturing Product Lifecycle Management (PLM) is essential in order to cope with the challenges of more demanding global competition. New and more complex products must be introduced to markets faster than ever before. Companies form large collaborative networks, and the product process must flow flexibly across company borders. This first book on Product Lifecycle Management in English language is designed to introduce the reader to the basic terms and fundamentals of PLM and to give a solid foundation for starting a PLM development project. It gives ideas and examples how PLM can be utilized in various industries. In addition, it also offers an insight into how PLM can assist in creating new business opportunities and in making real eBusiness possible. |
| customer lifecycle management strategy: Product Lifecycle Management John Stark, 2011-08-12 Product Lifecycle Management (2nd edition) explains what Product Lifecycle Management (PLM) is, and why it's needed. It describes the environment in which products are developed, realised and supported, before looking at the basic components of PLM, such as the product, processes, applications, and people. The final part addresses the implementation of PLM, showing the steps of a project or initiative, and typical activities. This new and expanded edition of Product Lifecycle Management is fully updated to reflect the many advances made in PLM since the release of the first edition. It includes descriptions of PLM technologies and examples of implementation projects in industry. Product Lifecycle Management will broaden the reader’s understanding of PLM, nurturing the skills needed to implement PLM successfully and to achieve world-class product performance across the lifecycle. “A 20-year veteran of PLM, I highly recommend this book. A clear and complete overview of PLM from definition to implementation. Everything is there - reasons, resources, strategy, implementation and PLM project management.” Achim Heilmann, Manager, Global Technical Publications, Varian Medical Systems “Product Lifecycle Management is an important technology for European industry. This state-of-the art book is a reference for those implementing and researching PLM.” Dr. Erastos Filos, Head of Sector Intelligent Manufacturing Systems, European Commission “This book, written by one of the best experts in this field, is an ideal complement for PLM courses at Bachelor and Master level, as well as a well-founded reference book for practitioners.” Prof. Dr.-Ing. Dr. h.c. Sandor Vajna, University of Magdeburg, Germany “This comprehensive book can help drive an understanding of PLM at all levels – from CEOs to CIOs, and from professors to students – that will help this important industry continue to expand and thrive.” James Heppelmann, President and Chief Executive Officer, PTC “PLM is a mission-critical decision-making system leveraged by the world’s most innovative companies to transform their process of innovation on a continuous basis. That is a powerful value proposition in a world where the challenge is to get better products to the market faster than ever before. That is the power of PLM.” Tony Affuso, Chairman and CEO, Siemens PLM Software |
| customer lifecycle management strategy: Pharmaceutical Lifecycle Management Tony Ellery, Neal Hansen, 2012-06-05 A comprehensive guide to optimizing the lifecycle management of pharmaceutical brands The mounting challenges posed by cost containment policies and the prevalence of generic alternatives make optimizing the lifecycle management (LCM) of brand drugs essential for pharmaceutical companies looking to maximize the value of their products. Demonstrating how different measures can be combined to create winning strategies, Pharmaceutical Lifecycle Management: Making the Most of Each and Every Brand explores this increasingly important field to help readers understand what they can—and must—do to get the most out of their brands. Offering a truly immersive introduction to LCM options for pharmaceuticals, the book incorporates numerous real-life case studies that demonstrate successful and failed lifecycle management initiatives, explaining the key takeaway of each example. Filled with practical information on the process of actually writing and presenting an LCM plan, as well as how to link corporate, portfolio, and individual brand strategies, the book also offers a look ahead to predict which LCM strategies will continue to be effective in the future. While the development of new drugs designed to address unmet patient needs remains the single most important goal of any pharmaceutical company, effective LCM is invaluable for getting the greatest possible value from existing brands. Pharmaceutical Lifecycle Management walks you through the process step by step, making it indispensable reading for pharmaceutical executives and managers, as well as anyone working in the fields of drug research, development, and regulation. |
| customer lifecycle management strategy: Reinventing the Supply Chain Life Cycle Marc J. Schniederjans, Stephen B. LeGrand, 2012-11-20 Optimize supply chains throughout their entire lifecycle: creation, growth, maturity, and decline! Reflecting up-to-the-minute in-the-trenches experience and pioneering research, this book illuminates the complex transformational processes associated with managing complex supply chains that incorporate multiple products and services within ever-changing networks. Marc J. Schniederjans and Stephen B. Legrand walk you through: starting, creating, and building new supply chains; then, realigning those supply chains for growth, adjusting to dynamic change, readjusting networks, building flexibility, and managing new supply chain risks. Next, they offer practical, realistic guidance for realigning mature supply chains, innovating, controlling costs; and smoothly managing declining demand. Throughout, they offer invaluable insights and tools for negotiating, measuring performance, anticipating change, improving agility and flexibility, meeting commitments to social responsibility and the law; and much more. Based on the authors' up-to-the minute supply chain experience and pioneering academic research, Reinventing the Supply Chain Life Cycle contains many real-world examples and interviews with executives from some of the world’s top organizations. It integrates content related to key certifications and offers valuable material that can be incorporated directly into existing supply chain practices, procedures, and policies. |
| customer lifecycle management strategy: Product Lifecycle Management Razvan Udroiu, Paul Bere, 2018-11-21 The aim of this book is to present the terminology, applications, trends, and developments in Product Lifecycle Management (PLM). This book has a total of seven chapters that treat the fundamental and future terminology used in PLM, aspects regarding the design, customization, and development of products, products testing, supply chain optimization, and recycling of the products made of special materials. |
| customer lifecycle management strategy: Human Sigma Jim Asplund, 2007-10-28 Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities. RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter. RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever. |
| customer lifecycle management strategy: Managing Customer Experience and Relationships Don Peppers, Martha Rogers, 2022-04-19 Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to treat different customers differently. This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world. |
| customer lifecycle management strategy: Global Product John Stark, 2007 |
| customer lifecycle management strategy: Marketing Analytics Wayne L. Winston, 2014-01-08 Helping tech-savvy marketers and data analysts solve real-world business problems with Excel Using data-driven business analytics to understand customers and improve results is a great idea in theory, but in today's busy offices, marketers and analysts need simple, low-cost ways to process and make the most of all that data. This expert book offers the perfect solution. Written by data analysis expert Wayne L. Winston, this practical resource shows you how to tap a simple and cost-effective tool, Microsoft Excel, to solve specific business problems using powerful analytic techniques—and achieve optimum results. Practical exercises in each chapter help you apply and reinforce techniques as you learn. Shows you how to perform sophisticated business analyses using the cost-effective and widely available Microsoft Excel instead of expensive, proprietary analytical tools Reveals how to target and retain profitable customers and avoid high-risk customers Helps you forecast sales and improve response rates for marketing campaigns Explores how to optimize price points for products and services, optimize store layouts, and improve online advertising Covers social media, viral marketing, and how to exploit both effectively Improve your marketing results with Microsoft Excel and the invaluable techniques and ideas in Marketing Analytics: Data-Driven Techniques with Microsoft Excel. |
| customer lifecycle management strategy: Product Lifecycle Management: Driving the Next Generation of Lean Thinking Michael Grieves, 2005-11-16 Product Lifecycle Management (PLM) is the newest wave in productivity. This revolutionary approach is an outcome of lean thinking; however, PLM eliminates waste and efficiency across all aspects of a product's life--from design to deployment--not just in its manufacture. By using people, product information, processes, and technology to reduce wasted time, energy, and material across an organization and into the supply chain, PLM drives the next generation of lean thinking. Now PLM pioneer Michael Grieves offers everyone from Six Sigma and lean practitioners to supply chain managers, product developers, and consultants a proven framework for adopting this information-driven approach. Product Lifecycle Management shows you how to greatly enhance your firm's productivity by integrating the efforts of your entire organization. Most companies are seeing the returns of their efforts in lean methods diminishing, as the most fruitful applications have already been addressed. Here, Grieves reveals how PLM gives you an opportunity to make improvements both within and across functional areas in order to increase agility, optimize efficiency, and reduce costs across the board. He gives you the most comprehensive view of PLM available, fully outlining its characteristics, method, and tools and helping you assess your organizational readiness. There's also proven examples from the field, where PLM is being widely adopted by leading companies, including General Motors, General Electric, and Dell, that are widely adopting the approach. You'll see how PLM has saved these companies billions in unnecessary costs and shaved as much as 60% off cycle times. With this book you'll learn how to: Develop and implement your PLM strategy to support your corporate objectives Engage all your employees in using information to eliminate waste Enable improved information flow Better organize and utilize your intellectual capital Foster an environment that drives PLM Lean manufacturing can only take your organization so far. To bring your productivity to the next level and save remarkable amounts of time, money, and resources, Product Lifecycle Management is your one-stop, hands-on guide to implementing this powerful methodology. |
| customer lifecycle management strategy: Drilling Down: Turning Customer Data into Profits with a Spreadsheet Jim Novo, 2004-06-18 I spend a lot of time in marketing-oriented discussion lists. If you do, you probably also sense the incredible frustration of people who keep asking about using their customer data to retain customers and increase profits. Everybody knows they should be doing it, but can't find out how to do it. Consultants and agencies make this process sound like some kind of black magic, something you can't possibly do yourself. I disagree. I think the average business owner can do a perfectly decent job creating profiles and using them to retain customers and drive profits. Thus the book. The examples provided are Internet specific, but the methods can be used in any business where customer data is available. This book is about the down-and-dirty, nitty-gritty art of taking chunks of data generated by your customers and making sense of it, getting it to speak to you, creating insight into what types of marketing or general business actions you can take to make your business more profitable. We'll be talking about action-oriented ideas you can generate on your own to drive sales and profits, ideas that will reveal themselves by analyzing your own customer data, using only a spreadsheet. We have all heard how important it is to collect customer data, to know your customer. What I don't hear much about is what exactly you DO with all that data once you have collected it. How is it used? What exactly is Drilling Down into the data supposed to tell me, and what am I looking for when I get there? For that matter, what data should I be collecting and how will I use it when I have it? And how much is this process going to cost me? The following list outlines what you will learn and be able to do after reading the Drilling Down book: --What data is important to collect about a customer and what data is not --How to create action-oriented customer profiles with an Excel spreadsheet --How to use these profiles to plan marketing promotions --How to use these profiles to define the future value of your customers --How to use these profiles to measure the general health of your business --How to use these profiles to encourage customers to do what you want them to --How to predict when a customer is about to defect and leave you --How to increase your profits while decreasing your marketing costs --How to design high ROI (Return on Investment) marketing promotions How to blow away investors with predictions of the future profitability of your business Table of Contents Chapter 1: What's a Customer Profile? Chapter 2: Data-Driven Marketing - Customer Retention Basics Chapter 3: The Language of Data, The Science of Profit Chapter 4: Interactivity Changes the Rules of the Game Chapter 5: How to Build a Customer Profiling Spreadsheet Chapter 6: How to Profile (Score) Your Customers Chapter 7: Marketing Using Customer Scores - Basic Approach Chapter 8: Using Customer Characteristics and Multiple Scores Chapter 9: Watching Scores over Time - Customer LifeCycles Chapter 10: Customer Scoring Grids - Profiling on Steroids Chapter 11: Calculating and Using LifeTime Value in Promotions Chapter 12: Turning Profiles into Profits - the Staging Area Chapter 13: Turning Profiles into Profits - the Financial Model Chapter 14: Turning Profiles into Profits - Financial Tweaks Chapter 15: Measuring Success in Best Customer Promotions Chapter 16: Some Final Thoughts Seasonal Adjustments to Marketing Promotions Don't Fight Customer Behavior CRM Software and Customer Scoring Data-Driven Marketing Program Descriptions There's more! Automate the basic customer scoring process on large groups of customers. Use the software included free with this edition! Windows OS and MS Access and Excel required to run the software. |
| customer lifecycle management strategy: Customer Centricity Peter Fader, 2012 Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term. |
| customer lifecycle management strategy: The Lean Product Lifecycle Tendayi Viki, Craig Strong, Sonja Kresojevic, 2018-11-21 The Lean Product Lifecycle is a playbook that provides frameworks, methods and tools to develop innovative new products and business models, while managing your core portfolio. Follow the 6 key phases of a product’s life - idea, explore, validate, grow, sustain and retire – and discover how to develop products according to their life stage and ensure the right investment for each.. For each stage there is a step-by-step guide of product development best practices using examples and case studies from several companies and start-ups. Using the tools and templates in this book, you’ll be able to: Take a new product from idea to scale within a market. Understand the difference between executing on products that are already successful in the market and searching for profitable business models for new products. Use the right tools and methods for validating new products ideas and business models. Understand how to manage mature products and retire old products using lean innovation principles. Discover how lessons from lean start-ups can transform your business. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed. |
| customer lifecycle management strategy: Mastering Product Experience in SaaS Nick Bonfiglio, Mickey Alon, Myk Pono, Aptrinsic, 2017-11-15 Your success as a Software-as-a-Service (SaaS) company is completely dependent on acquiring and keeping users in your product. But if you¿re using traditional marketing tactics, you¿re likely struggling to scale your business quickly. That¿s because conventional marketing techniques focus on engaging prospects and users outside of the product. |
| customer lifecycle management strategy: Product Lifecycle Management (Volume 4): The Case Studies John Stark, 2019-05-07 This book presents some twenty case studies, showing how companies in different industry sectors and of different sizes make advances in Product Lifecycle Management (PLM). Like the author’s previous volumes, this book provides a valuable resource for those wishing to learn about PLM and how to implement and apply it in their companies. Helping readers to · learn about implementing and benefiting from PLM; · learn about good PLM solutions and best practice; · improve their planning and decision-making abilities; · benefit from the lessons learned by the companies featured in the case studies; · proceed faster and further with PLM the book presents effective PLM solutions and best practices. At the same time, the case studies included demonstrate how different companies implement and benefit from PLM. Each case study is addressed in a separate chapter and details a different situation, enabling readers to put themselves in the situation and think through different actions and decisions. A valuable resource for PLM team managers and employees in engineering and manufacturing companies, the book is also of interest to researchers and students in industrial engineering fields. |
| customer lifecycle management strategy: Bond Salesmanship William W. Townsend, 1924 |
| customer lifecycle management strategy: Strategic Retail Management Joachim Zentes, Dirk Morschett, Hanna Schramm-Klein, 2016-10-07 This book is devoted to the dynamic development of retailing. The focus is on various strategy concepts adopted by retailing companies and their implementation in practice. This is not a traditional textbook or collection of case studies; it aims to demonstrate the complex and manifold questions of retail management in the form of twenty lessons, where each lesson provides a thematic overview of key issues and illustrates them via a comprehensive case study. The examples are all internationally known retail companies, to facilitate an understanding of what is involved in strategic retail management and illustrate best practices. In the third edition, all chapters were revised and updated. Two new chapters were added to treat topics like corporate social responsibility as well as marketing communication. All case studies were replaced by new ones to reflect the most recent developments. Well-known retail companies from different countries, like Tesco, Zalando, Hugo Boss, Carrefour, Amazon, Otto Group, are now used to illustrate particular aspects of retail management. |
| customer lifecycle management strategy: Valley of Genius Adam Fisher, 2014-11-04 This is the most important book on Silicon Valley I've read in two decades. It will take us all back to our roots in the counterculture, and will remind us of the true nature of the innovation process, before we tried to tame it with slogans and buzzwords. -- Po Bronson, #1 New York Times bestselling author of The Nudist on the Late Shift and Nurtureshock A candid, colorful, and comprehensive oral history that reveals the secrets of Silicon Valley -- from the origins of Apple and Atari to the present day clashes of Google and Facebook, and all the start-ups and disruptions that happened along the way. Rarely has one economy asserted itself as swiftly--and as aggressively--as the entity we now know as Silicon Valley. Built with a seemingly permanent culture of reinvention, Silicon Valley does not fight change; it embraces it, and now powers the American economy and global innovation. So how did this omnipotent and ever-morphing place come to be? It was not by planning. It was, like many an empire before it, part luck, part timing, and part ambition. And part pure, unbridled genius... Drawing on over two hundred in-depth interviews, Valley of Genius takes readers from the dawn of the personal computer and the internet, through the heyday of the web, up to the very moment when our current technological reality was invented. It interweaves accounts of invention and betrayal, overnight success and underground exploits, to tell the story of Silicon Valley like it has never been told before. Read it to discover the stories that Valley insiders tell each other: the tall tales that are all, improbably, true. |
| customer lifecycle management strategy: Customer Relationship Management V. Kumar, Werner Reinartz, 2018-05-15 This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain. |
| customer lifecycle management strategy: Product Lifecycle Management Antti Saaksvuori, Anselmi Immonen, 2008-04-25 Product Lifecycle Management (PLM) is an essential means to cope with the challenges of global competition. This is the first English-language book on PLM that introduces the reader to the basic terms and fundamentals of PLM. The text provides a solid foundation for starting a PLM development project. It gives ideas and examples of how PLM can be utilized. In addition, it offers insight into how PLM can assist in creating opportunities and in making real eBusiness possible. |
| customer lifecycle management strategy: From Impossible to Inevitable Aaron Ross, Jason Lemkin, 2019-06-05 Break your revenue records with Silicon Valley’s “growth bible” “This book makes very clear how to get to hyper-growth and the work needed to actually get there” Why are you struggling to grow your business when everyone else seems to be crushing their goals? If you needed to triple revenue within the next three years, would you know exactly how to do it? Doubling the size of your business, tripling it, even growing ten times larger isn't about magic. It's not about privileges, luck, or working harder. There's a template that the world's fastest growing companies follow to achieve and sustain much, much faster growth. From Impossible to Inevitable details the hypergrowth playbook of companies like Hubspot, Salesforce.com (the fastest growing multibillion dollar software company), and EchoSign—aka Adobe Document Services (which catapulted from $0 to $144 million in seven years). Whether you have a $1 billion or a $100,000 business, you can use the same insights as these notable companies to learn what it really takes to break your own revenue records. Pinpoint why you aren’t growing faster Understand what it takes to get to hypergrowth Nail a niche (the #1 missing growth ingredient) What every revenue leader needs to know about building a scalable sales team There’s no time like the present to surpass plateaus and get off of the up-and-down revenue rollercoaster. Find out how now! |
| customer lifecycle management strategy: Business Strategy Over the Industry Life Cycle Joel A. C. Baum, Anita M. McGahan, 2004 The field of Strategic Management has explored a range of new questions regarding technical change, firm capabilities, and executive decision-making, producing insights into the development of firms and unfolding of competition over time. These insights point to the importance of industry context and technical change, but little research deals systematically with the interaction between such contingencies and strategic choice. This volume explores the relationship between business strategy and the industry lifecycle competitive interaction. The contributors to this volume ask, What kinds of firm capabilities are required to compete effectively in the various stages of the industry lifecycle?. Rather than focusing on generalized principles of interaction, they ask, How do firms build these capabilities, and where to they come from?. Their answers expand our understanding of the relationships between industry evolution, technical change, and business strategy, as well as industry life cycle itself. |
| customer lifecycle management strategy: Product Lifecycle Management Anselmi Immonen, Antti Saaksvuori, 2013-06-05 This is the first English-language book on Product Lifecycle Management (PLM) that introduces the reader to the basic terms and fundamentals of PLM. The text provides a solid foundation for starting a PLM development project. It gives ideas and examples how PLM can be utilized in various industries. In addition, it also offers an insight into how PLM can assist in creating new business opportunities and in making real eBusiness possible. |
| customer lifecycle management strategy: Building a Second Brain Tiago Forte, 2022-06-14 Building a second brain is getting things done for the digital age. It's a ... productivity method for consuming, synthesizing, and remembering the vast amount of information we take in, allowing us to become more effective and creative and harness the unprecedented amount of technology we have at our disposal-- |
| customer lifecycle management strategy: Inbound PR Iliyana Stareva, 2018-04-16 The digital era’s new consumer demands a new approach to PR Inbound PR is the handbook that can transform your agency’s business. Today’s customer is fundamentally different, and traditional PR strategies are falling by the wayside. Nobody wants to feel “marketed to;” we want to make our own choices based on our own research and experiences online. When problems arise, we demand answers on social media, directly engaging the company in front of a global audience. We are the most empowered, sophisticated customer base in the history of PR, and PR professionals must draw upon an enormous breadth of skills and techniques to serve their clients’ interests. Unfortunately, those efforts are becoming increasingly ephemeral and difficult to track using traditional metrics. This book merges content and measurement to give today’s PR agencies a new way to build brands, evaluate performance and track ROI. The ability to reach the new consumer, build the relationship, and quantify the ROI of PR services allows you to develop an inbound business and the internal capabilities to meet and exceed the needs of the most demanding client. In this digital age of constant contact and worldwide platforms, it’s the only way to sustainably grow your business and expand your reach while bolstering your effectiveness on any platform. This book shows you what you need to know, and gives you a clear framework for putting numbers to reputation. Build brand awareness without “marketing to” the audience Generate more, higher-quality customer or media leads Close the deal and nurture the customer or media relationship Track the ROI of each stage in the process Content is the name of the game now, and PR agencies must be able to prove their worth or risk being swept under with obsolete methods. Inbound PR provides critical guidance for PR growth in the digital era, complete with a practical framework for stimulating that growth. |
| customer lifecycle management strategy: ADKAR Jeff Hiatt, 2006 In his first complete text on the ADKAR model, Jeff Hiatt explains the origin of the model and explores what drives each building block of ADKAR. Learn how to build awareness, create desire, develop knowledge, foster ability and reinforce changes in your organization. The ADKAR Model is changing how we think about managing the people side of change, and provides a powerful foundation to help you succeed at change. |
| customer lifecycle management strategy: Product Lifecycle Management. Leveraging Digital Twins, Circular Economy, and Knowledge Management for Sustainable Innovation Christophe Danjou, |
| customer lifecycle management strategy: Building the Customer-Centric Enterprise Claudia Imhoff, Lisa Loftis, Jonathan G. Geiger, 2001-02-19 Strategies for leveraging information technologies to improve customer relationships With E-business comes the opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. Along the way, IT managers need an integrated set of technologies--from Web sites to databases and data mining tools--to make all of this work. This book shows both IT and business managers how to match business strategies to the technologies needed to make them work. Claudia Imhoff helped pioneer this set of technologies, called the Corporate Information Factory (CIF). She and her coauthors take readers step-by-step through the process of using the CIF for creating a customer-focused enterprise in which the end results are increased market share and improved customer satisfaction and retention. They show how the CIF can be used to ensure accuracy, identify customer needs, tailor promotions, and more. |
| customer lifecycle management strategy: Product Lifecycle Management with SAP Gerd Hartmann, Ulrich Schmidt, 2005 |
| customer lifecycle management strategy: Lovability Brian de Haaff, 2017-04-25 Love is the surprising emotion that company builders cannot afford to ignore. Genuine, heartfelt devotion and loyalty from customers — yes, love — is what propels a select few companies ahead. Think about the products and companies that you really care about and how they make you feel. You do not merely likethose products, you adore them. Consider your own emotions and a key insight is revealed: Love is central to business. Nobody talks about it, but it is obvious in hindsight. Lovability: How to Build a Business That People Love and Be Happy Doing It shares what Silicon Valley-based author and Aha! CEO Brian de Haaff knows from a career of founding successful technology companies and creating award-winning products. He reveals the secret to the phenomenal growth of Aha! and the engine that powers lasting customer devotion — a set of principles that he pioneered and named The Responsive Method. Lovability provides valuable lessons and actionable steps for product and company builders everywhere, including: • Why you should rethink everything you know about building a business • What a product really is • The magic of finding what your customers truly desire • How to turn business strategy and product roadmaps into customer love • Why you should chase company value, not valuation • Surveys to measure your company’s lovability Brian de Haaff has spent the last 20 years focused on business strategy, product management, and bringing disruptive technologies to market. And in preparation for writing this book, he interviewed well-known startup founders, product managers, executives, and CEOs at hundreds of name brand and agile organizations. Their experiences, along with headline-grabbing case studies (both inspiring successes and cautionary tales), will help readers discover how to build something that matters. Much has been written about how entrepreneurs build innovative products and successful businesses, but the author's message is original and refreshing. He convincingly explains that there is a better path forward — a people-first way grounded in love. In a business world that has increasingly emphasized hype over substance and get-big-at-any-cost thinking over profitable and sustainable growth, it's time for a new recipe for company success. Insightful, thought-provoking, and sometimes controversial, Lovability is the book that you turn to when you know there has to be a better way. |
| customer lifecycle management strategy: Exploit the Product Life Cycle Theodore Levitt, 1965 |
| customer lifecycle management strategy: Connect Lars Birkholm Petersen, Ron Person, Christopher Nash, 2014-09-15 Connect and engage across channels with the new customers Connect is the ultimate marketing guide to becoming more relevant, effective, and successful within the new marketplace. Written by a team of marketing experts serving Fortune 500 brands, this book outlines the massive paradigm shift currently taking place within the industry, and provides the insight and perspective marketers need to stay on board. Readers will find guidance toward reaching a customer base that sees marketers as an unnecessary annoyance, and strategies for engaging those customers at touch points throughout the customer lifecycle. The book's scope encompasses both digital and real-life avenues, discussing the new ways of thinking and the new tools and processes that allow marketers to function in the new era where digital customer experiences are increasingly important. Marketing is undergoing a revolution to rival the impact of Gutenberg's printing press. Customers are in control, with more choice and more access than ever before, and they refuse to be sold to or managed. Many marketing professionals are flailing for a new strategy while the winners are clearly jumping ahead – Connect takes readers inside the winners' world to learn the approach that's engaging the new consumer. Discover the technology and processes that allow marketers to remain relevant Craft a personal, relevant, and accessible customer journey that engages the connected customer Keep in touch throughout the customer's life cycle, both online and offline Link digital goals and metrics to business objectives for a more relevant strategy Smart marketers have moved to a higher level that achieves business objectives while increasing relevance to the customer. Connect provides readers a roadmap to this new approach, and the tools that make it work. |
From the Four Stages of Your Customer Lifecycle
Each stage in the customer lifecycle — acquisition, service, growth, retention — has its own unique customer needs, attitudes and behaviors. This creates the opportunity to identify and …
MANAGING CUSTOMER DYNAMICS: APPROACHES - Online …
Understanding: CLV is the monetary value of a customer relationship based on the present value of the projected future cash fl ows from the customer relationship. Purpose: CLV is an …
5 Steps to Help Improve Customer Lifecycle Management
For effective customer lifecycle management, put systems in place that allow every relevant person engaging with a customer to access the same data — this way they can interact with …
Customer Lifecycle Management Playbook - bcsg.com
understanding the customer and building journeys that engage them effectively at each stage of the lifecycle – miss a piece and you run into problems. This playbook considers the essential …
MASTERING REVENUE LIFECYCLE MANAGEMENT - Forbes
Senior management recognized customer engagement as one of its top priorities and nearly as many say engagement innovation is critical for success. Mature market leaders place greater …
Customer Lifetime Value as the 21st Century Marketing …
Customer Lifetime Value represents a relatively new approach to reestablishing marketing ́s position as the core management instrument in market driven companies.
Customer Lifecycle Management Program
an effective customer lifecycle management program. Customer Lifecycle Management (CLM) is a disciplined approach to managing cards portfolios to improve overall customer engagement …
A Study on Customer Relationship Management - IOSR Journals
Customer relationship management is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the …
Managing the customer lifecycle: customer retention and …
The customer lifecycle is made up of three core customer management processes: customer acquisition, customer retention and customer development. The processes of customer …
Make CRM The Foundation Of Your Customer- Obsessed …
Many organizations use customer relationship management (CRM) as a foundational technology to help them deliver great customer experiences. Forrester defines CRM as the technology …
Decoding the Customer Lifecycle: Optimal Strategies and …
the following pages, we break down the customer lifecycle into its various stages, from the initial customer acquisition and onboarding process right through to retention and advocacy. To …
Understanding the customer lifecycle to anticipate customer …
Financial Service Providers need to provide customers with appropriate platforms and tools to engage with to unlock trust and loyalty. Simplified and enhanced product portfolio …
Customer Data Management CDM Strategies - Oracle
Expand cross-sell and upsell opportunities, increase sales, streamline operations, and optimize the entire customer life cycle with CDM. This strategy guide outlines steps for gaining a …
How Analytics Drives Customer Life-Cycle Management - Big …
Oct 30, 2015 · To effectively use analytical techniques across the six stages of the life cycle -- discover, explore, buy, use, ask, and engage -- firms must align life-cycle perspectives …
…From the Four Stages of Your Customer Lifecycle
Most companies constantly look for ways to expand their pool of profitable customers, with the ultimate goal of optimizing each customer’s lifetime value. Each stage in the customer lifecycle …
Using SLM to Manage the Customer Experience Across the …
• Effective Service Lifecycle Management (SLM) can generate significant revenue and improve customer satisfaction, but an effective implementation requires clear vision, roadmap, and …
Essentials for Strategically Managing Credit - Dun & Bradstreet
Implementing the customer lifecycle strategy enables organizations to build a solid foundation for confident decision-making that can adapt to various economic conditions and help them …
Customer Life Cycle Management- Time and Beyond…
In view, businesses have adopted applying Customer life Cycle Management to customers and users experience. This embodies the notion of "suspects" who potentially may benefit from …
Sales and Marketing Analytics - Tata Consultancy Services
TCS Sales and Marketing Analytics is a one-stop, on-premises or cloud solution that facilitates data-driven analytical interventions across customer life cycle to produce desired business …
Chapter 9 Managing the customer lifecycle: customer …
We propose that the major strategic role of CRM is to manage a company’s relationships with customers though three stages of the customer lifecycle: customer acquisition, customer …
From the Four Stages of Your Customer Lifecycle
Each stage in the customer lifecycle — acquisition, service, growth, retention — has its own unique customer needs, attitudes and behaviors. This creates the opportunity to identify and measure …
MANAGING CUSTOMER DYNAMICS: APPROACHES - Online …
Understanding: CLV is the monetary value of a customer relationship based on the present value of the projected future cash fl ows from the customer relationship. Purpose: CLV is an important …
5 Steps to Help Improve Customer Lifecycle Management
For effective customer lifecycle management, put systems in place that allow every relevant person engaging with a customer to access the same data — this way they can interact with one another …
Customer Lifecycle Management Playbook - bcsg.com
understanding the customer and building journeys that engage them effectively at each stage of the lifecycle – miss a piece and you run into problems. This playbook considers the essential stages …
MASTERING REVENUE LIFECYCLE MANAGEMENT - Forbes
Senior management recognized customer engagement as one of its top priorities and nearly as many say engagement innovation is critical for success. Mature market leaders place greater …
Customer Lifetime Value as the 21st Century Marketing …
Customer Lifetime Value represents a relatively new approach to reestablishing marketing ́s position as the core management instrument in market driven companies.
Customer Lifecycle Management Program
an effective customer lifecycle management program. Customer Lifecycle Management (CLM) is a disciplined approach to managing cards portfolios to improve overall customer engagement and …
A Study on Customer Relationship Management - IOSR …
Customer relationship management is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the …
Managing the customer lifecycle: customer retention and …
The customer lifecycle is made up of three core customer management processes: customer acquisition, customer retention and customer development. The processes of customer retention …
Make CRM The Foundation Of Your Customer- Obsessed …
Many organizations use customer relationship management (CRM) as a foundational technology to help them deliver great customer experiences. Forrester defines CRM as the technology that …
Decoding the Customer Lifecycle: Optimal Strategies and …
the following pages, we break down the customer lifecycle into its various stages, from the initial customer acquisition and onboarding process right through to retention and advocacy. To …
Understanding the customer lifecycle to anticipate customer …
Financial Service Providers need to provide customers with appropriate platforms and tools to engage with to unlock trust and loyalty. Simplified and enhanced product portfolio management …
Customer Data Management CDM Strategies - Oracle
Expand cross-sell and upsell opportunities, increase sales, streamline operations, and optimize the entire customer life cycle with CDM. This strategy guide outlines steps for gaining a complete …
How Analytics Drives Customer Life-Cycle Management
Oct 30, 2015 · To effectively use analytical techniques across the six stages of the life cycle -- discover, explore, buy, use, ask, and engage -- firms must align life-cycle perspectives between …
…From the Four Stages of Your Customer Lifecycle
Most companies constantly look for ways to expand their pool of profitable customers, with the ultimate goal of optimizing each customer’s lifetime value. Each stage in the customer lifecycle …
Using SLM to Manage the Customer Experience Across the …
• Effective Service Lifecycle Management (SLM) can generate significant revenue and improve customer satisfaction, but an effective implementation requires clear vision, roadmap, and …
Essentials for Strategically Managing Credit - Dun & Bradstreet
Implementing the customer lifecycle strategy enables organizations to build a solid foundation for confident decision-making that can adapt to various economic conditions and help them achieve …
Customer Life Cycle Management- Time and Beyond…
In view, businesses have adopted applying Customer life Cycle Management to customers and users experience. This embodies the notion of "suspects" who potentially may benefit from …
Sales and Marketing Analytics - Tata Consultancy Services
TCS Sales and Marketing Analytics is a one-stop, on-premises or cloud solution that facilitates data-driven analytical interventions across customer life cycle to produce desired business …
