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…
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…
The Problem Until recently, Ubiqua operated in a traditional organizational structure. The type with functional departments and department leaders. After the team grew from 5 to 10, it became more and more difficult to operate in these functional silos. Essentially, each individual ran his own independent operation. We all had our own to-do lists, our…
The past few weeks at work we’ve been in crisis mode. Basically we lost visibility of our user’s experience and had some major quality issues that affected the performance of our service. As you can expect, we had a lot of angry users and clients which through us all into crisis management mode. A year…
One of the reasons I joined Ubiqua was the incredible opportunity to learn; mainly, how to build a company. By joining Ubiqua at such an early time, I’d be able to experience this first hand. Here’s a brief on a couple of the things I’ve learned so far. Q: What I am looking to learn…
Here’s the situation. Your team’s busy working on X, executing on the ‘roadmap’, but the pressure to grow gets heavy. Engineers are busy trying to ship the next feature. Product is managing the roadmap. And then comes the hard part. A big client has a request. It doesn’t match your product vision; at least in…
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