Customer acquisition and retention
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This document provides guidance on developing a customer-centric sales process for startups. It discusses attracting customers to a startup's site through different channels like organic search, media, and word-of-mouth. It also addresses converting users to customers by ensuring the product meets user needs and is easy to use. Additionally, it emphasizes the importance of customer retention by continuously engaging users and addressing feedback to keep customers interested over the long term.
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Types of crm
There are four types of CRM: operational CRM, analytical CRM, collaborative CRM, and front office and back office CRM. Operational CRM differentiates customers based on economic value and expectations. Analytical CRM analyzes customer buying behavior. Collaborative CRM allows different departments to share customer information to improve customer service and satisfaction. Front office CRM manages customer touchpoints while back office CRM uses data and intelligence to gain customer knowledge.
Customer lifetime value ppttt
1) Customer relationship management (CRM) is a strategy that places customers at the center of a business to foster mutually beneficial relationships. It requires understanding key CRM concepts and best practices.
2) Calculating a customer's lifetime value allows businesses to segment customers, focus on the most profitable, and tailor offerings. However, each customer desires unique relationship styles so one approach does not fit all.
3) Businesses can increase customer lifetime value by reducing defection rates through personalized service, strengthening relationships, and cross-selling/up-selling additional products. The goal is satisfying customers so they remain loyal and generate future profits.
Customer Retention Strategies
On average, U.S. corporations lose 10-30% of their customers every year. Raising customer retention rates by 5% can increase lifetime customer value by 25-100%. Customer loyalty is measured by their purchasing patterns and can range from undivided loyalty to indifference. Maintaining customer loyalty requires focusing on satisfaction, trust, and emotional bonding through consistent customer experiences. Successful customer retention strategies center around creating engaging experiences, transparency, education over sales, and prioritizing customer needs.
Customer Retention & Customer Acquisition
Customer retention or acquisition that's one debate that we all have no answer to. Retention and acquisition both are like the sides of the same coin. This PPT highlights the essentials of both and how we should utilize the best of both the worlds.
Types of crm
• This Module discuss the topic related to Type of CRM, The Strategic Framework for CRM, Strategic CRM, Analytical CRM, Analytical CRM answers these questions, Successful analytical CRM solution, Benefits of Analytical CRM, Case on Analytical CRM, Collaborative CRM, Case on Collaborative CRM, Social CRM, Types of Social Media, Understanding Social CRM, Difference Between Traditional and Social CRM, Benefits of SCRM, Risk Associated with SCRM, Steps towards effective SCRM, Critical Success Factors for SCRM.
Customer Relationship Management
The document discusses customer relationship management (CRM) in the pharmaceutical industry. It defines CRM and explains its importance. It discusses key aspects of CRM including identifying customer needs, developing long-term relationships through trust and value, integrating customer data and channels, and the roles of salespeople in relationship building and management. The document also outlines factors driving the need for CRM and strategies to individualize CRM through customer segmentation, understanding, and integration across departments.
Services Marketing - Pricing Services
Services Marketing
Chapter – 9
Pricing Of Services
Introduction
Pricing or Price is the key element in the traditional marketing mix (the 4Ps) and also the enhanced marketing mix (the 7 Ps). This is the element which earns revenue. This is highly critical because this is the strategy which can make or mar the business.
The firms must make it both ways –the price must
(1) get profits for the firm, and
(2) give value to its customers.
Names of Service Pricing
Pricing for goods is easy and straight forward, while for services it is complicated, may be controlled by several authorities, varies with time, place, people, etc.
For goods the price has a single name “PRICE”, but for services it has several names like :
Names of Service Prices
What Makes Service Pricing Different?
No Ownership of Services
Higher Ratio of Fixed Costs to Variable Costs
Variability of Both Inputs and Outputs.
Many Services Are Hard to Evaluate
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Customer lifetime value ppttt
1) Customer relationship management (CRM) is a strategy that places customers at the center of a business to foster mutually beneficial relationships. It requires understanding key CRM concepts and best practices.
2) Calculating a customer's lifetime value allows businesses to segment customers, focus on the most profitable, and tailor offerings. However, each customer desires unique relationship styles so one approach does not fit all.
3) Businesses can increase customer lifetime value by reducing defection rates through personalized service, strengthening relationships, and cross-selling/up-selling additional products. The goal is satisfying customers so they remain loyal and generate future profits.
Customer Retention Strategies
On average, U.S. corporations lose 10-30% of their customers every year. Raising customer retention rates by 5% can increase lifetime customer value by 25-100%. Customer loyalty is measured by their purchasing patterns and can range from undivided loyalty to indifference. Maintaining customer loyalty requires focusing on satisfaction, trust, and emotional bonding through consistent customer experiences. Successful customer retention strategies center around creating engaging experiences, transparency, education over sales, and prioritizing customer needs.
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The document discusses customer relationship management (CRM) in the pharmaceutical industry. It defines CRM and explains its importance. It discusses key aspects of CRM including identifying customer needs, developing long-term relationships through trust and value, integrating customer data and channels, and the roles of salespeople in relationship building and management. The document also outlines factors driving the need for CRM and strategies to individualize CRM through customer segmentation, understanding, and integration across departments.
Services Marketing - Pricing Services
Services Marketing
Chapter – 9
Pricing Of Services
Introduction
Pricing or Price is the key element in the traditional marketing mix (the 4Ps) and also the enhanced marketing mix (the 7 Ps). This is the element which earns revenue. This is highly critical because this is the strategy which can make or mar the business.
The firms must make it both ways –the price must
(1) get profits for the firm, and
(2) give value to its customers.
Names of Service Pricing
Pricing for goods is easy and straight forward, while for services it is complicated, may be controlled by several authorities, varies with time, place, people, etc.
For goods the price has a single name “PRICE”, but for services it has several names like :
Names of Service Prices
What Makes Service Pricing Different?
No Ownership of Services
Higher Ratio of Fixed Costs to Variable Costs
Variability of Both Inputs and Outputs.
Many Services Are Hard to Evaluate
Customer relationship management (crm)
CRM involves developing and maintaining long-term, mutually beneficial relationships with strategically important customers. It is a business philosophy and process focused on customer needs and values. Relationships develop over several stages from initial interactions to long-term partnerships. Salespeople play a key role in building trust and commitment by understanding customers and enhancing value at each stage of the relationship life cycle. The goal of CRM is superior customer value and loyalty through collaborative learning relationships.
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Customer relationship management (CRM) in retail focuses on identifying and building loyalty with valuable customers. Retailers collect customer data to analyze purchasing patterns and classify customers into segments based on their lifetime value and profitability. CRM programs are developed for different segments, with programs for high-value customers focusing on retention and share of wallet. Implementation requires coordination between IT, marketing, sales, and operations. The goal is developing a base of loyal customers who frequently patronize the retailer.
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This document provides an overview of customer relationship marketing (CRM). It defines CRM as a business process focused on building customer loyalty and brand value through marketing strategies. The document outlines the evolution of CRM from a transactional focus in earlier periods to a relationship focus today. It discusses frameworks for implementing CRM, including segmenting customers, developing relationship marketing strategies and programs, and measuring customer satisfaction and retention. The document also provides case studies on CRM practices of Volkswagen India and relationship marketing benefits for the Sheraton Suites hotel.
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This document discusses customer relationship management (CRM). It defines CRM as an approach to managing a company's interactions with current and future customers by analyzing customer data to improve business relationships and customer retention. CRM systems compile customer information from various channels to help businesses learn more about customers. The document outlines the meaning, definition, reasons for the development of CRM, different types of CRM, the role and advantages of CRM, and limitations of CRM approaches.
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The document discusses various strategies for improving customer retention rates. It outlines factors that influence customer retention such as service quality, satisfaction, and loyalty. It then describes several models for understanding the customer retention process and analyzing customer value and segmentation. Finally, it provides examples of tactics for enhancing retention rates such as customer relationship management, targeted programs, and measuring retention through metrics like lifetime value and RFM analysis.
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Customer Relationship Management (CRM) is a comprehensive strategy and process to acquire, retain, and partner with selective customers. It focuses on putting customers at the core of a company's processes and practices through strategic planning, marketing techniques, and relationship building. CRM uses technology to achieve ongoing dialogue with customers across all contact points and provide personalized treatment to valuable customers to increase retention and marketing effectiveness. It involves targeting, understanding, attracting, qualifying, and developing loyal customers over their lifetime with a company.
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Customer relationship management (CRM) in retail focuses on identifying and building loyalty with valuable customers. Retailers collect customer data to analyze purchasing patterns and classify customers into segments based on their lifetime value and profitability. CRM programs are developed for different segments, with programs for high-value customers focusing on retention and share of wallet. Implementation requires coordination between IT, marketing, sales, and operations. The goal is developing a base of loyal customers who frequently patronize the retailer.
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created by:
Umair Ahmad
umair.100@hotmail.com
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This document discusses customer relationship management (CRM). It defines CRM as an approach to managing a company's interactions with current and future customers by analyzing customer data to improve business relationships and customer retention. CRM systems compile customer information from various channels to help businesses learn more about customers. The document outlines the meaning, definition, reasons for the development of CRM, different types of CRM, the role and advantages of CRM, and limitations of CRM approaches.
Electronic Customer Relationship Management (E-CRM)
The document discusses Customer Relationship Management (CRM) and Electronic Customer Relationship Management (E-CRM). CRM aims to optimize profitability through enhanced customer satisfaction by automating and enhancing customer-centric processes. E-CRM expands on traditional CRM by integrating electronic channels like web, wireless, and voice technologies. E-CRM provides avenues for business-customer-employee interactions through web technologies and combines software, hardware, and processes to support enterprise-wide CRM strategies. The goals of both CRM and E-CRM are to maximize revenue from existing customers, provide excellent service using integrated customer information, and introduce consistent channel processes to acquire, enhance, and retain profitable customers.
Customer Retention Strategy
The document discusses various strategies for improving customer retention rates. It outlines factors that influence customer retention such as service quality, satisfaction, and loyalty. It then describes several models for understanding the customer retention process and analyzing customer value and segmentation. Finally, it provides examples of tactics for enhancing retention rates such as customer relationship management, targeted programs, and measuring retention through metrics like lifetime value and RFM analysis.
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This presentation covers the integrated service marketing communication tools and as well as the role of communication tools for service industry.
It also covers the example relating the successful mix of communication for HOTEL MARISOL.
Customer Relationship Management
The document discusses customer relationship management (CRM) and its evolution since the 1960s. It defines CRM as an integrated system using software and databases to manage customer-focused business processes throughout a customer's relationship with a business. The objectives of CRM include creating customer value, gaining competitive advantage, and increasing customer service and efficiency. Traditional CRM focuses on automation, while strategic CRM aims to build high-value customer relationships. Information technology plays a key role in CRM through personalized communication. The implementation of a CRM system requires a strategic review and selection of appropriate technologies and partners.
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Creating customer value is the driving force behind a company's goals, and identifying the appropriate customer value measure is not an easy task. Adding services, relationships, and experiences differentiates company offerings in the market. No real customer value exists without a close relationship with customers to understand their needs and provide sophisticated customer interactions.
Relationship marketing
Relationship marketing is an integrated effort to identify, maintain, and build networks with individual customers to strengthen the relationship over time for mutual benefit. It focuses on maximizing lifetime customer value through quality customer service, coordinated marketing, and gathering real-time customer feedback. While traditional marketing focuses on transactions and short-term goals, relationship marketing emphasizes long-term customer relationships through cooperation rather than competition.
What is CRM? What are the different types of CRM?
Salesforce CRM is today’s popular cloud-based CRM which is preferably improving the business standards worldwide. Salesforce training has been increasing the chances of various business owners to move their companies to peak grades in the market. However, having a knowledge on CRM and its types helps one to understand and efficiently use any kind of it for the appropriate purpose.
Customers Expectation of a Service
Customer expectations are beliefs about a service that act as standards against which performance is judged. There are different types of expectations including ideal, normative, experience-based, and minimum tolerance levels. Marketers should be aware of factors that influence expectations like perceived alternatives, word-of-mouth, and past experiences. To manage expectations, companies should understand what customers will accept as adequate service and aim to meet or exceed expectations through consistent, high-quality performance.
Gap model
The document outlines Parasuraman, Berry, and Zeithaml's Gaps Model of Service Quality which identifies gaps between customer expectations and perceptions that can occur within an organization, and it discusses their SERVQUAL framework for measuring service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The Gaps Model is used to show how four internal gaps within a company relating to understanding customer expectations, service design, service delivery, and communications can contribute to an overall gap between customer expectations and perceptions of service quality.
Database marketing
Database marketing uses customer databases to send personalized communications to promote products. It emphasizes using statistical models of customer behavior to select targets. Sources of customer data include internal sales records, purchased lists, and information collected from websites and forms. The main techniques are appending additional customer data, tracking website visits, and email communications. Key drivers of database marketing are the need for relationship-building, lower processing costs, and measuring marketing impact. Challenges include managing large data volumes and understanding individual customer interests from their online behavior.
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CRM Process
CRM Process involves determining the methods to implement a project economically and competitively. It includes gathering customer data from various sources, aggregating and analyzing the data to create customer profiles, and executing targeted marketing strategies. An effective CRM process must continually refine its approach based on customers, competition, markets, growth opportunities, and technological innovation. It also involves selecting major and minor technological processes and determining the optimal flow of components through the system.
E-CRM
The document discusses customer relationship management (CRM) and its evolution with technology. It explains that CRM aims to optimize profitability through enhanced customer satisfaction, automating and enhancing customer-centric processes. eCRM expands traditional CRM by integrating electronic channels like web and wireless technologies. Effective eCRM requires understanding customers, capturing and analyzing data, and providing personalized, targeted experiences across channels to improve customer retention and reduce costs.
Introduction to services
Introduction to Services, Growth of service sector economy, Service characteristics, Service classification, Service marketing mix
Customer Relationship Management
Customer Relationship Management (CRM) is a comprehensive strategy and process to acquire, retain, and partner with selective customers. It focuses on putting customers at the core of a company's processes and practices through strategic planning, marketing techniques, and relationship building. CRM uses technology to achieve ongoing dialogue with customers across all contact points and provide personalized treatment to valuable customers to increase retention and marketing effectiveness. It involves targeting, understanding, attracting, qualifying, and developing loyal customers over their lifetime with a company.
Online consumer behavior of e commerce
Online consumer behavior refers to how consumers interact with and make purchasing decisions on e-commerce platforms. There are several stages in the online consumer behavior process, from initial need recognition to post-purchase evaluation. Consumers are drawn to online shopping for its convenience and ability to easily compare prices and products. However, some have privacy, returns, and inability to see products in person concerns. E-commerce companies aim to understand what drives online purchases and builds consumer trust through security, usability, guarantees and reviews. Younger consumers are increasingly using mobile devices to shop online.
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Customer retention marketing focuses on keeping existing customers rather than acquiring new ones. Some key points:
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- While customers may be satisfied, 80% are still open to competitors' offers. Loyalty is less connected to satisfaction than assumed.
- Firms invest heavily in new customer acquisition but then gradually reduce service levels and increase the risk of defection, in a "catch-22" cycle.
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The document discusses the importance of customer retention for businesses. It notes that customer retention focuses on current customers rather than acquiring new ones. Retaining customers is more profitable for businesses as it costs less than acquiring new customers and reduces operation costs. The document also outlines various customer retention tactics and programs that businesses can implement such as frequency marketing, relationship marketing, and service guarantees.
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For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-retention-strategies-125750732
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See https://ClearAction.com
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Watch the presentation to learn more.
MicroAd Blade EN
MicroAd, headquartered in Tokyo, JP provides the No.1 demand-side-platform technology in SEA market and biggest local ad network in Vietnam.
MicroAd Blade? Our product, MicroAd Blade, is a platform assisting you to create and manage online display ads on thousands of publishers in ad networks, including Google Display, Ambient Ad Network, OpenX, Facebook & Appnexus.
How it works? MicroAd Blade can define and extract your target customers by analyzing internet users’ behaviors. All you buy are only the impressions that matter and you pay exactly what they are optimized. The techniques are Re-targeting: ads display automatically to your website’s visitors in any other network and Audience Targeting: analyzing and displaying to any internet user who shares the same behaviors as your target audience.
Why profitable? Our automated engine takes the stress out of ads display placing and budgeting for cost-efficiency and also ensures the return on investment (ROI) .
Many other corporates, including Unilever, Yamaha, Hong Leong Bank, Lazada and 100 more, use our service to display advertising banner for increasing engagement of their target customers.
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This document discusses key metrics and economics for a SaaS business model. It provides details on sales compensation, bookings targets, churn rates, margins. It examines how revenue is generated from a single salesperson over time. Graphics show how monthly recurring revenue grows as new salespeople are hired each month. Lowering churn rates can significantly impact long-term profits. Collecting payment upfront eliminates cash flow troughs. Sales complexity impacts customer acquisition costs, requiring higher prices and more approval steps. Regular product improvements provide feedback on customer happiness.
analytics_def
Analytics is the process of obtaining an optimal decision based on existing data. Many users of analytics tools like Google Analytics do not have time to fully utilize the tools due to large amounts of data and busy workloads. As a result, they can only perform basic monthly or weekly reporting and do not have the capacity to do deeper analysis that could provide more actionable insights. The document discusses how analytics can reveal information about users, intentions, and behaviors from data. It also outlines the key steps in an analytics process from defining metrics to measurement, analysis, reporting and optimization.
Analytics Slides for IDEA Programme @Cattolica
Analytics is the process of obtaining an optimal decision based on existing data. Many users of analytics tools like Google Analytics do not have time to fully utilize the tools due to large amounts of data and busy workloads. As a result, they can only perform basic monthly or weekly reporting and do not have the capacity to do more in-depth analysis that could provide valuable insights. Data from various online and offline sources can reveal customer sentiments, behaviors, and intentions, but effectively analyzing and extracting actionable insights from this cross-channel data requires proper tools, metrics, and processes.
Google Analytics for Dummies
This document provides an overview of Google Analytics and how to use it to measure website traffic and goals. It discusses key metrics like pageviews, visits, traffic sources and conversions. It also covers how to set up tracking of goals and campaigns using techniques like link tagging and event tracking. The goal is to help users understand their website traffic and how to define business goals to improve performance.
Measuring the Online Impact of Your Information Project
Slides for the Knight Community Information Challenge - the "Measuring the Online Impact of Your Information Project: A Primer for Practitioners and Funders" whitepaper on web analytics for news and nonprofit organizations is available at http://www.knightfoundation.org/research_publications/detail.dot?id=370646
Endouble Google Analytics
This document provides an overview of a Google Analytics knowledge session. The agenda includes discussing the basics of Google Analytics including metrics, dimensions, and the interface. It covers settings like filters, events, and UTM tagging. The session includes assessments to test understanding and covers more advanced topics like conversions, segments, and dashboards. Attendees are encouraged to ask questions.
MIT + D Prep Final Pitch
Weclub is designing an app to help people find clubs more conveniently by providing detailed, up-to-date information on club covers, drinks, music, and locations. Through user interviews and testing different prototypes, the team validated there is a need for such an app as most people currently rely on friends or social media to find clubs. The app will be free for users and make money by charging clubs advertising fees to promote their business on the app. The founders estimate they can earn over $400,000 in their first year with around 40,000 clubgoers in their target city of San Francisco using the app regularly.
Google Analytics 101
This document provides an overview of Google Analytics 101. It discusses why analytics are important, how to set up goals to define desired outcomes, and how to analyze data on acquisition sources, user behavior, conversions and more. The goal is to understand how visitors interact with a website and drive continual improvement through data-driven decisions.
A Economia das Redes Sociais e Mídias Sociais 2012
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7 Sat Essay Score
The document discusses how pricing choices should anticipate competitor reactions. It notes that when considering pricing options, businesses should take into account the value a product provides customers rather than just production costs. Pricing strategies should also consider how different customer segments value products differently and align with long-term business objectives. Additionally, pricing decisions need to anticipate how competitors may react to changes in price.
7 Sat Essay Score
The document discusses how pricing choices should anticipate competitor reactions. It notes that when considering pricing options, businesses should take into account the value a product provides customers rather than just production costs. Pricing strategies should also consider how different customer segments value products differently and align with long-term business objectives. Additionally, pricing decisions need to anticipate how competitors may react to changes in price.
Notes on Google Analytics Sessions and Users
This document provides an overview of key Google Analytics metrics like sessions, users, pageviews, and how they relate. It explains that a session represents a visit to a website and ends after 30 minutes of inactivity, while a user can have multiple sessions. Pageviews count each page load, while unique pageviews only count unique pages per session. It also discusses how Google Analytics uses cookies to track metrics like traffic source and remember details about a user's activity across domains and sessions. Understanding the difference between these metrics is important for accurate analysis and avoiding costly mistakes.
Vancouver presentation 18
This is the presentation deck used by Loren Gray for the HSMAI British Columbia Chapters Presentation on Digital Marketing and Revenue Management Convergence in Hospitality
Filloux Filloux
This document discusses the challenges facing newspaper publishers in transitioning to digital platforms and the rise of paywalls. It outlines three factors contributing to the failure of the advertising model: plummeting ad rates, the growing influence of Facebook and Google sucking up readers' time and money, and the resulting collapse of average revenue per user (ARPU). The document argues for a hybrid model combining free and paid content and an approach that targets different pricing and platforms to different audience segments. It suggests that a successful new model will leverage advertising, subscriptions and pay-per-view to reverse the trend of free content online.
Filloux Filloux
This document discusses the challenges facing newspaper publishers in transitioning to digital platforms and the rise of paywalls. It outlines three main factors contributing to the failure of the advertising model: declining ad rates, the growing influence of Facebook and Google sucking up readers' time and money, and the resulting collapse of average revenue per user (ARPU). The document argues that a hybrid model combining free and paid content across print and digital, supported by advertising, subscriptions, and pay-per-view, is needed to reverse this trend. Publishers are encouraged to target their most engaged audiences and offer a better user experience to convince some readers to pay while keeping other content free.
LowCostWebTrafficSurge-2eruz.pdf
This document discusses 6 ways to generate free and low-cost web traffic. It describes viral marketing by finding the right product to advertise in and letting others spread it. It discusses contributing to fire sales to get targeted traffic. It recommends contributing content to high traffic blogs and article directories to leverage their audiences. It also suggests contributing membership sites where members can resell products. The overall goal is to utilize existing high traffic sources and networks of others to promote content and drive traffic back to one's own website without large expenditures.
Get Low Cost WebTraffic Surge Today
This document discusses 6 low-cost or free ways to generate web traffic. These include viral marketing by placing ads in products with resell rights, contributing to fire sales to get targeted traffic, blogging on high traffic blogs, submitting articles to directories, contributing content to membership sites, and using forums. It emphasizes finding carriers to spread content virally, contributing valuable content to gain exposure, and allowing others to promote content to leverage the power of the internet.
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Customer acquisition and retention
- 1. CUSTOMER CENTRIC SALES PROCESS FOR STARTUPS CUSTOMER CENTRIC SALES PROCESS FOR STARTUPS
- 2. TOTAL REVENUE USER BASE REVENUE PER USER (Based on conversion rate) Month 1 XX YS XX$ Month 2 XXX YS XXXX$ …….. ……... Month 6 XXXXXXX YS XXXXX$ Gross Revenue XXXXXXXXXX$
- 3. TOTAL REVENUE USER BASE REVENUE PER USER (Based on conversion rate) Month 1 XX YS XX$ Month 2 XXX YS XXXX$ …….. ……... Month 6 ?????? YS XXXXX$ Gross Revenue XXXXXXXXXXX$
- 6. How do you attract your customers to you site ? How they are going to use it for first time ? There are three main channels through which some one can find your site They find it themselves They find out through the media They find it from friends
- 7. Ask your self Which channels are most appropriate for my business? How do I minimize the acquisition cost for my channels?
- 8. Ensuring there are no holes in your fishing net How effective are you in converting Users to Customers Each type of web startup has its own metrics It need not be sales always For instance for Twitter we can define few metrics which monitors conversion rate as % of users who follow someone % of users who have followers % of users who tweet 5 times a day
- 10. Basic principles Removal of Requirements Take a hard look at every question you are asking people and decide what has to be kept, what can be removed, and what can be deferred until later. Clarity of Requirements A lack of clarity in form labels, input fields, or actions can cause people to misinterpret requirements, thereby leading to errors or failed submissions. Indication of Requirements Indication of what is or isn’t a required in a form can have a meaningful impact on conversion
- 11. Love your customer Are you ready for a long standing relation with customer Needs a conscious effort and work if you ever hope to 'keep the romance alive'.
- 12. Common symptoms that helps you in identifying you have Retention issues When a user says “I have nothing to do here “ “ I don’t see my friends here “ “They haven't build what they have said “ “ Oh! I keep forgetting coming here” “Iam waiting for this feature for a long time” Few tips Always keep customer engaged (eg Review system in Amazon) Focus on community Hear the feedback