Viewing the Customer Lifecycle as a framework allows you to apply a cross-functional approach to building and nurturing customer relationships. The driving idea is that every individual in the organizations plays a significant contribution over the course of the customer lifecycle. Understanding how to match the your team’s roles to your customer touchpoints is fundamental…
A Customer Lifecycle Architecture should be flexible and dynamic, so that it is easily adaptable to the industry and customer segment you serve. First, understand that the customer lifecycle has different stages. Each stage characterizes a different point in the customer relationship, where the customer’s needs, aspirations, and mentality differ. As the customer progresses to…
The customer lifecycle can be broken down into the following process: Offering: You and your team build an offering, either a product or service, which satisfies a customer needs. Awareness: You build awareness in the market of your company’s offering with the goal of increasing your exposure, brand recognition and sales opportunity. Purchase: You…
It’s now the 2nd time that I try out Google’s Objectives and Key Results framework for my personal goal setting, and I am very satisfied with the results. — Q2 Review Overall Score: 0.67 0.34: Health 0.94: Fun 0.99: Fortify Tribe 0.43: Financial Stability Here’s a breakdown of each of my OKRs. — Q2 Retrospective…
Why must the customer’s lifecycle be managed? The answer comes down to a few variables: Customer Acquisition Costs Customer Lifetime Value Customer Retention Negative Churn First, the customer is the lifeline of any enterprise. You can build a great product, staff a great team, but if you have no customers, your business will surely fail.…
What is CLM? Customer Lifecycle Management (CLM) is the process by which your relationship with your customer is carefully managed and nurtured throughout its engagement with your business. The nature of different CLM frameworks vary due to the differences in industry, business and customer segment. Nonetheless, the fundamentals are the same. CLM is about taking…
Existing Customer Lifecycle Management (CLM) methodologies fail to provide businesses with effective tools to successfully manage customer relationships. But if there’s so much material on the subject… why reinvent the wheel? There are a couple problems with existing CLM frameworks that I want to address. — Pitfall 1: Heavy Sales Focus Most customer lifecycle management frameworks…
I recently came back from a weeklong trip to San Francisco with my close friend Chris Benedict. Here are the highlights! — The Plan Our trip had 2 missions. During the day, we’d walk around and explore the popular and hidden sights of San Francisco. At night, we’d catch up with our old friends over dinner…
A little late, but just wanted to share some of the highlights of the first quarter of the year. As a I shared in my previous post, I’m trying out Google’s Objective and Key Results framework for effective goal setting. — Q1 Review Overall Score: 0.76 0.63: Achieve a Health BMI 0.69: Build Clarity of Mind 1.00: Adventure 0.90: Fortify…
I had the opportunity to visit the San Blas Islands of Guna Yala this past Easter weekend with a couple of friends that were in town visiting. Here’s a little bit about my trip to Paradise! — A little bit about San Blas The San Blas Islands are an archipelago on the northeast Caribbean Coast of…
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