This document discusses strategies for customer retention. It describes the evolution of relationship marketing programs including financial incentives, social bonding, and structural interactions. The complete CRM for retaining customers includes acquisition, retention, and winback stages. Key aspects of a customer retention strategy are identifying objectives, managing attrition and retention rates, and implementing a welcome strategy. The document also covers access strategies, communication processes, problem identification, complaint management, and keeping in touch with customers.
Marketers relying on indirect channels undertake unique challenges to capture partner mindshare and maintain sales velocity throughout their demand chain. A comprehensive incentive strategy can help overcome these challenges. This eBook presents some of the practices to follow, and pitfalls to avoid, to ensure an efficient and effective incentive strategy throughout your demand chain.
Indirect Channel Incentives and Loyalty ProgramsRelayware, Inc.
Spiff programs, tactical incentives, points-for-prizes, cash cards, rebates and discounts – the methods adopted to incentivize indirect channels to sell more are numerous and yet most simply reward companies and individuals for making sales that would have happened anyway. Building loyalty and providing incentives to reward positive behavior is both an art form and a science. This enlightening whitepaper uncovers best practices used by some of the most successful channel marketers and challenges us to consider whether simply being a pleasure to do business with might be incentive enough for our indirect channels.
One measure that can transform your marketing strategyJeremy Williams
In today's digital world, performance metrics are essential to understand the efficiency and effectiveness of your marketing budget. However, they assume something about the customer that can have unintended impact on the business' profitability. This deck outlines how you can flip this to your advantage by overlaying one important measure.
Customer Loyalty Outcomes
Characteristic Features of Behavioral Loyalty, Attitudinal Loyalty and Cognitive Loyalty, Role of Customer
Loyalty outcomes in business decisions, Significance of Customer Loyalty for Marketers, Relationship
Influencers of Customer Loyalty including factors mediating customer loyalty relationship with other relationship influencers, Customer Affinity, Customer Engagement.
Loyalty & Advocacy Marketing Kuala Lumpur brochureMichael Leander
Brochure for the Loyalty & Advocacy Marketing course taking place in Kuala Lumpur, Malaysia on 7-8 November 2012. Trainer: Michael Leander Organizer: Marcus Evans
Learn more about Michael Leander here http://www.michaelleander.me
Many companies have determined that identifying perceptual gaps between customers\' evaluations of products and services and what employees think customers will say enables: targeted training and communication, employee involvement, incentive opportunities. Leading companies have made \'mirroring\' part of their DNA.
Prove Your Advantage: TCO Sales and Marketing ToolsAlinean, Inc.
B2B Total Cost of Ownership (TCO) Sales Enablement Tools and Marketing Calculators are required to prove value, best competition and Fight Frugalnomics™.
Three email Imperatives - Automate, Personalise and IntegrateAndrew Campbell
Many marketers have addressed the hygiene factors of email campaigns that ensure efficiency : deliverability; compliance; tracking and usability. The focus is now shifting to the effectiveness of email programmes and delivering a step change in performance by combining three key levers :
1. Automation
2. Personalisation
3. Integration
Find out how others have achieved this and how you could apply this approach to optimise your email strategy.
Andrew Campbell is an experienced digital marketer with a wide breadth and depth of experience. He has worked on high pay back email programmes for leading brands such as Jet2; netflights; Thomas Cook and East Coast.
Marketers relying on indirect channels undertake unique challenges to capture partner mindshare and maintain sales velocity throughout their demand chain. A comprehensive incentive strategy can help overcome these challenges. This eBook presents some of the practices to follow, and pitfalls to avoid, to ensure an efficient and effective incentive strategy throughout your demand chain.
Indirect Channel Incentives and Loyalty ProgramsRelayware, Inc.
Spiff programs, tactical incentives, points-for-prizes, cash cards, rebates and discounts – the methods adopted to incentivize indirect channels to sell more are numerous and yet most simply reward companies and individuals for making sales that would have happened anyway. Building loyalty and providing incentives to reward positive behavior is both an art form and a science. This enlightening whitepaper uncovers best practices used by some of the most successful channel marketers and challenges us to consider whether simply being a pleasure to do business with might be incentive enough for our indirect channels.
One measure that can transform your marketing strategyJeremy Williams
In today's digital world, performance metrics are essential to understand the efficiency and effectiveness of your marketing budget. However, they assume something about the customer that can have unintended impact on the business' profitability. This deck outlines how you can flip this to your advantage by overlaying one important measure.
Customer Loyalty Outcomes
Characteristic Features of Behavioral Loyalty, Attitudinal Loyalty and Cognitive Loyalty, Role of Customer
Loyalty outcomes in business decisions, Significance of Customer Loyalty for Marketers, Relationship
Influencers of Customer Loyalty including factors mediating customer loyalty relationship with other relationship influencers, Customer Affinity, Customer Engagement.
Loyalty & Advocacy Marketing Kuala Lumpur brochureMichael Leander
Brochure for the Loyalty & Advocacy Marketing course taking place in Kuala Lumpur, Malaysia on 7-8 November 2012. Trainer: Michael Leander Organizer: Marcus Evans
Learn more about Michael Leander here http://www.michaelleander.me
Many companies have determined that identifying perceptual gaps between customers\' evaluations of products and services and what employees think customers will say enables: targeted training and communication, employee involvement, incentive opportunities. Leading companies have made \'mirroring\' part of their DNA.
Prove Your Advantage: TCO Sales and Marketing ToolsAlinean, Inc.
B2B Total Cost of Ownership (TCO) Sales Enablement Tools and Marketing Calculators are required to prove value, best competition and Fight Frugalnomics™.
Three email Imperatives - Automate, Personalise and IntegrateAndrew Campbell
Many marketers have addressed the hygiene factors of email campaigns that ensure efficiency : deliverability; compliance; tracking and usability. The focus is now shifting to the effectiveness of email programmes and delivering a step change in performance by combining three key levers :
1. Automation
2. Personalisation
3. Integration
Find out how others have achieved this and how you could apply this approach to optimise your email strategy.
Andrew Campbell is an experienced digital marketer with a wide breadth and depth of experience. He has worked on high pay back email programmes for leading brands such as Jet2; netflights; Thomas Cook and East Coast.
Winback and Acquisition Strategies in Customer Relationship ManagementSanath Dasanayaka
Customer Winback and Acquisition Strategies play a key role in the success of any organization. Basically, winning back lost customers is a hard task in which an organization should be successful. here it is expected to discuss several strategies that can be utilized in customer winning back. Those strategies will be very significant for any business organization in any field.
High customer loyalty is one of the most important indicators of good performing companies. Since customer satisfaction is directly linked to customer loyalty it is evident`that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
The easiest way to grow your customers is not to lose them
The average business loses around 20 percent of its customers annually simply by failing to attend to customer relationships. In some industries this leakage is as high as 80 percent. The cost, in either case, is staggering, but few businesses truly understand the implications.
Imagine two businesses, one that retains 90 percent of its customers, the other retaining 80 percent. If both add new customers at the rate of 20 percent per year, the first will have a 10 percent net growth in customers per year, while the other will have none. Over seven years, the first firm will virtually double, while the second will have no real growth. Everything else being equal, that 10-percent advantage in customer retention will result in a doubling of customers every seven years without doing anything else.
The consequences of customer retention also compound over time, and in sometimes unexpected ways. Even a tiny change in customer retention can cascade through a business system and multiply over time. The resulting effect on long-term profit and growth shouldn’t be underestimated.
Marketing Wizdom can introduce you to a number of simple customer retention strategies that will cost you little or nothing to implement. Behind each technique listed here there is an in-depth step-by-step process that will increase your customer retention significantly once implemented, and will have a massive impact on your business.
Mastering The Art Of 'Closing The Sale'.SNSW group8
The crucial part of a triumphant sale is closing it. It is at this point when one comes up with an ultimate verdict that sums up all the efforts, relationships and mutual understanding. This is when everything becomes clear and it’s clear that everything that has been done so far makes sense for everyone involved. At this time, the buyer and the seller find themselves in agreement that is beneficial to both parties as well. The stage marks the transition from convincing someone how beautiful something looks on him/her into convincing them about why they need this thing in their life forevermore. Real sales finesse alongside empathy underpins this whole process…
Managing an asset management business is unique. Not only is it a professional service business but extraordinary portfolio management and sales talent is critical to the business.
CHAPTER 2: MARKETING PRINCIPLES AND STRATEGIES
Lesson 1: Relationship Marketing
Lesson 2: Customer Value
Lesson 3: Customer Relationship Development Strategies Lesson 4: Customer Service Strategy in the Philippine Business Enterprise.
Resources: Principles of Marketing of Dr. Serrano.
Customer Success is Your Success: 5 Ways to Boost RetentionTotango
The SaaS model has turned business on its head. Revenue from existing customers, through renewals and upsells, is the key to growth. Watch this webinar to learn 5 strategies that companies like Optimizely, Zendesk and Autodesk use to increase retention and revenue with customer success software.
For more examples, insights & tips, watch the on-demand recording of the event: http://www.totango.com/resources/5-strategies-to-boost-retention/?utm_medium=social_media
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
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2. THE EVOLUTION OF RELATIONSHIP
MARKETING PROGRAMS
Exhibit 6.1: Aspects of Relationship Programs
Financial Relationships: Frequent Buyer Programs
financial incentives-- discounts, product upgrades, or prizes that
serve as rewards for customers who exhibit loyalty or who
frequently purchase from the organization
Social Bonding
a friendly companionship or an affective tie such as that
experienced by Saturn owners who gather to meet other owners
Structural-Interactive Relationships
use system design to solve problems, reinforce purchases, and
recognize the importance of each customer
2
3. EXHIBIT 6.1 ASPECTS OF RELATIONSHIP PROGRAMS
Relational facet Organizational implications
Frequent flyer/reader/buyer/vistor…rewards
Discounts, product upgrades, awards, prizes
Financial incentives
Related products or providers expand the net
Increased customer loyalty to price, incentives
Friendly companionship, trust…connections
Personal insights, recognition, mutual affection
Social bonding
Interpersonal interactions expand the link
Increased customer loyalty to the organization
Systemic mass personalization…management
Mass personalization, cultivation, stimulation
Structural-interactions
Artificial intelligence continues the connections
Increased customer loyalty 3 the experiences
to
4. THE COMPLETE CRM FOR RETAINING
CUSTOMERS
Customer Life Cycle
the stages a customer goes through from the time before deciding
to do business with an organization until he or she decides to stop
being a customer
Exhibit 6.2: Picturing the Customer Life Cycle
acquisition stage— the customer completes the initial
transactional exchange
retention stage— implying that the customer is a loyal
advocate or at least intends to repeat another exchange
with the same organization
winback stage— the organization will take special steps to
have a customer enter into another exchange with the
organization, if the expected lifetime value is strong enough
4
5. EXHIBIT 6.2 PICTURING THE CUSTOMER LIFE CYCLE
Acquisition Retention Winback
Suspect Loyal advocate
Prospect
Repeat
Customer : customer
1st transaction
Inactive
regular customer
Lost customer
5
6. Customer Retention Strategy
a plan identifying what basic retention objectives will be
pursued and how they will be achieved in the time available
attrition rate or churn— the percentage of customers lost in a given
period, typically a year
retention rate— the percentage of customers expected to keep
doing business with the organization, calculated as 1- the attrition
rate
Exhibit 6.3: Reasons for Lost Customers
welcome strategy— acknowledges the organization’s
appreciation for the initiation of a relationship or for the
exchange, in essence, a thank you
cognitive dissonance— a psychologically uncomfortable post-
purchase feeling or "buyer's remorse," that can follow a
commitment to purchase
6
7. EXHIBIT 6.3 REASONS FOR LOST CUSTOMERS
A need, due to satiation, or a drive, due to thrill-seeking, or an
Novelty seeking intellectual curiosity that causes people to choose variety over
time
Dissatisfaction The actual performance(s) fell short of expectations
The customer perceives a higher benefit value associated with an
Relative advantage
alternative choice and believes it to be more grathifying
A disagreement in which the customer's and the company's views
Conflict
seem to be incompatible
The customer has no confidence that the organization can reliably
Loss of trust
fulfill its promises
Cease to need The product or solution is no longer required
7
8. Customer Retention Strategy
reliability— the organization can repeat the exchange time
and time again with the same satisfying results
responsiveness— the organization shows customers it
really cares about their needs and feelings
internal marketing— public relations efforts aimed at employees
who have contact with the ultimate consumer or who have a direct
effect on the consumer’s satisfaction with the product
recognition— special attention or appreciation that
identifies someone as having been known before
personalization— the organization can use its CRM system
to tailor promotions and products to the specific customer,
often using offer engines to use customer data to create an
offer or message that is appropriate to the individual
8
9. Access Strategy and Customer-
Initiated Communication
defines how customers will be able to interact with the
organization, the ease of contact, returning products,
talking with support services
communication— the process of exchanging information
with and conveying meaning to others
Exhibit 6.4: Traditional Communication Process
customer- initiated communication process—the traditional
receiver, that is the customer to whom information is to be
communicated, begins the process by searching for information
Exhibit 6.5: Customer Initiated Communication
priority access— customers are provided with a special number or
another channel to gain quick access to the organization
9
10. EXHIBIT 6.4 TRADITIONAL COMMUNICATION PROCESS
Noise Noise
Source encodes Message Channel Receiver decodes
Feedback
Noise
10
11. EXHIBIT 6.5 CUSTOMER-INITIATED COMMUNICATION
Receiver Identifies
Searches Channel (s) subject
(customer)
matter
Decodes
Source Multiple
(organization) messages
Encodes
11
12. Access Strategy and Customer-
Initiated Communication
rewards program— provides the best customers
with preferential treatment or special incentives
such as priority access, thank you gifts, or other
incentives
partnership management programs— customers
can earn additional points by making purchases
from other organizations, such as linkages
between airlines, hotels, and rental car companies
Switching Costs
financial penalties, time loss, or psychological barriers to
exit a program
12
13. Problem Identification and
Management
proactive approach to allowing customers to voice
concerns to the organization through surveys, mystery
shoppers, or other means
Conflicts and Customer Complaint Management
levels of dissatisfaction-- range from a mild displeasure to ranging
anger
attribution theory— people look for explanations for events and
occurrences that they experience—why did this occur?
cost/benefit perception— when the expected benefits of
complaining are high and the expected costs are low, organizations
are more likely to hear from dissatisfied customers
Personal characteristics
13
14. WHAT TO DO WHEN CUSTOMERS COMPLAIN?
Be Customer-Centric
understand the situation from the customer’s point of view
Express Regret
apology—I am truly sorry this problem occurred
Resolve Conflict
conflict— a disagreement in which the views of the customer and
the organization appear to be incompatible
accommodation— a settlement of a conflict that emphasizes
cooperative behavior.
compromise— an attempt to find a mutually acceptable middle
ground that is somewhat satisfactory to both parties
termination— the organization or the customer ends the
relationship and sees no hope of resolving the conflict
Follow-Up and Prevent Recurrence
Feedback- the training of employees and strategy input for
managers
14
KEEPING IN TOUCH AND LISTENING TO VOICE OF CUSTOMERS