Customer Experience (CX) as a Strategic Framework; in-tandem with CRM and CLM
Retaining existing customers is always more cost-effective andmore profitable than constantly acquiring new customers to keep an active customer base. At the heart of this is a Strategic CX framework, underpinned by a CRM structured Customer Life-time Value Management (CLM) programmes.
We are strong advocates of Customer First Principles and the CX framework allows for designing your optimum services, identifies the building blocks and type of technology platforms to drive your customer engagement.
A structured and well managed CRM to CLM programme will always deliver profitable results. We can help design and implement these frameworks and activate the programme allowing you to maximise your customer lifetime value and extract higher up the value chain.
Get in touch with us to find out how we can help your organisation.
Customer 360 & Personalisation
Personalisation can be a critical component in all effective CRM programme. It helps retention managers to engage with their customers in a more meaningful and relevant way. In return customers are likely to stay engage for longer, appreciate the communication with the brand is relevant to them. A well managed programme will allow the business to extract maximum value from this relationship.
Some key components for successful personalisation:
•Collection of Data; Customer, transactional, non-transactional•Data Models; Descriptive, Predictive & Prescriptive
•Statistical models; Centroid, Density, Distribution or Hierarchical models
•Digital platforms to collect, ingest and process structured and unstructured data into actionable insights
•Analytical and reporting platform
Plugging-in and enabling Machine Learning and AI capabilities into your personalisation ecosystem will turbo charge the the platforms automates the real-time targeting.
The genesis of digital personalisation took root from Amazon and adopted at an accelerated rate by the rest of the digital retail industry, these principles are industry agnostic and can be applied to most non retail sectors.
Foriah have vast experience in designing personalisation programmes. We have procured and implemented personalisation platforms in Japan, USA and across Europe.
Get in touch with us to find out how we can help your organisation.