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Customer Value Maximization
Marketing used to be simple … like this
Awareness
Marketing used to be simple … like this
Awareness
Interest
Marketing used to be simple … like this
Awareness
Interest
Desire
Marketing used to be simple … like this
Awareness
Interest
Desire
Action
With linear inputs
Stimulus
With linear inputs
Stimulus Action
And clear actions and roles
Stimulus Action
Brands Consumer
(ATL + BTL activities
resulting in brand
building brand
salience etc.)
(Buy, refer, sign-up,
download, etc.)
But today it looks like this
Stimulus
Action
This is where we lose
Stimulus
Action
Because between stimulus and action
Stimulus Action
Interaction happens …
Stimulus Action
Interaction
Interaction
Post brand exposure, interaction can
happen in the form of …
search engine queries
1-800 Calls
Kiosk / ATM visit
Company website visit
Educational content reading
Twitter follow
Competitor website visits
Review websites visits
Discussion with friends
Online communities checks
Window shop
… and this is an opportunity, because
Consumers are engaged …
The problem
The problem
These consumer interactions are opportunities to influence
moments of truth, they are not leveraged adequately and it
is left to consumers to find their way to the cash register.
Naturally efficacy of marketing spends is questioned and
accountability pressures increase.
AND brands need a new framework that converts these
interactions to desired actions …
Interaction
The solution
The solution
“CUSTOMER VALUE MAXIMIZATION”
Customer Value Maximization is a new age
marketing framework that uses a combination
of communication, technology and analytics to
leverage existing marketing stimulus and
convert interactions into actions.
CUSTOMER VALUE MAXIMIZATION – WHERE
IT OPERATES
Stimulus
Interaction
Action
how do you embrace customer value
maximization?
Stimulus
(ATL + BTL activities
resulting in brand
building brand
salience etc.)
Interaction
Your traditional agency
builds your brand … and
ENDS here …
how do you embrace customer value
maximization?
Stimulus
Interaction
Customer Value
Maximization (Read:
Xerago) begins …
Action
customer value maximization enablers …
Interaction
Action
Customer Value operates at the confluence of communication, marketing technologies and
customer analytics to convert interaction into action.
Analytics
Track, measure, analyze
and predict customer
actions and behavior
Communication
Relevant brand
communication at every
customer interaction
Technologies
Management of all
interactions using
relevant marketing
technologies
Community
typical challenges that customer value maximization solves
typical challenges that customer value maximization solves
We have millions of
customers calling our
1-800 number. How do
we maximize value from
each interaction?
01
typical challenges that customer value maximization solves
We have millions of
customers calling our
1-800 number. How do
we maximize value from
each interaction?
We get millions of pages
views. Thousands of people
fill up the shopping cart.
Hundreds consummate
the transaction. How do
we increase yield?
01
02
typical challenges that customer value maximization solves
We have millions of
customers calling our
1-800 number. How do
we maximize value from
each interaction?
We get millions of pages
views. Thousands of people
fill up the shopping cart.
Hundreds consummate
the transaction. How do
we increase yield?Our Social Media
campaigns triggers
thousands of conversations.
How do we derive value
from these conversations?
01
02
03
typical challenges that customer value maximization solves
We have millions of
customers calling our
1-800 number. How do
we maximize value from
each interaction?
We get millions of pages
views. Thousands of people
fill up the shopping cart.
Hundreds consummate
the transaction. How do
we increase yield?Our Social Media
campaigns triggers
thousands of conversations.
How do we derive value
from these conversations?
Out of all the customer
walk-ins that we get
every day, how do we
maximize value?
01
02
03
04
typical challenges that customer value maximization solves
We have millions of
customers calling our
1-800 number. How do
we maximize value from
each interaction?
We get millions of pages
views. Thousands of people
fill up the shopping cart.
Hundreds consummate
the transaction. How do
we increase yield?Our Social Media
campaigns triggers
thousands of conversations.
How do we derive value
from these conversations?
Out of all the customer
walk-ins that we get
every day, how do we
maximize value?
We have millions of
customers with us
already. How do I
maximize value from
them?
01
02
03
04
05
For more stories like these …
For more stories like these …
Visit our blog
http://www.xerago.com/blog/

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Customer Value Maximization - A Primer

  • 2. Marketing used to be simple … like this Awareness
  • 3. Marketing used to be simple … like this Awareness Interest
  • 4. Marketing used to be simple … like this Awareness Interest Desire
  • 5. Marketing used to be simple … like this Awareness Interest Desire Action
  • 6.
  • 9. And clear actions and roles Stimulus Action Brands Consumer (ATL + BTL activities resulting in brand building brand salience etc.) (Buy, refer, sign-up, download, etc.)
  • 10. But today it looks like this Stimulus Action
  • 11. This is where we lose Stimulus Action
  • 12. Because between stimulus and action Stimulus Action
  • 13. Interaction happens … Stimulus Action Interaction
  • 14. Interaction Post brand exposure, interaction can happen in the form of … search engine queries 1-800 Calls Kiosk / ATM visit Company website visit Educational content reading Twitter follow Competitor website visits Review websites visits Discussion with friends Online communities checks Window shop
  • 15. … and this is an opportunity, because Consumers are engaged …
  • 17. The problem These consumer interactions are opportunities to influence moments of truth, they are not leveraged adequately and it is left to consumers to find their way to the cash register. Naturally efficacy of marketing spends is questioned and accountability pressures increase. AND brands need a new framework that converts these interactions to desired actions … Interaction
  • 19. The solution “CUSTOMER VALUE MAXIMIZATION” Customer Value Maximization is a new age marketing framework that uses a combination of communication, technology and analytics to leverage existing marketing stimulus and convert interactions into actions.
  • 20. CUSTOMER VALUE MAXIMIZATION – WHERE IT OPERATES Stimulus Interaction Action
  • 21. how do you embrace customer value maximization? Stimulus (ATL + BTL activities resulting in brand building brand salience etc.) Interaction Your traditional agency builds your brand … and ENDS here …
  • 22. how do you embrace customer value maximization? Stimulus Interaction Customer Value Maximization (Read: Xerago) begins … Action
  • 23. customer value maximization enablers … Interaction Action Customer Value operates at the confluence of communication, marketing technologies and customer analytics to convert interaction into action. Analytics Track, measure, analyze and predict customer actions and behavior Communication Relevant brand communication at every customer interaction Technologies Management of all interactions using relevant marketing technologies Community
  • 24. typical challenges that customer value maximization solves
  • 25. typical challenges that customer value maximization solves We have millions of customers calling our 1-800 number. How do we maximize value from each interaction? 01
  • 26. typical challenges that customer value maximization solves We have millions of customers calling our 1-800 number. How do we maximize value from each interaction? We get millions of pages views. Thousands of people fill up the shopping cart. Hundreds consummate the transaction. How do we increase yield? 01 02
  • 27. typical challenges that customer value maximization solves We have millions of customers calling our 1-800 number. How do we maximize value from each interaction? We get millions of pages views. Thousands of people fill up the shopping cart. Hundreds consummate the transaction. How do we increase yield?Our Social Media campaigns triggers thousands of conversations. How do we derive value from these conversations? 01 02 03
  • 28. typical challenges that customer value maximization solves We have millions of customers calling our 1-800 number. How do we maximize value from each interaction? We get millions of pages views. Thousands of people fill up the shopping cart. Hundreds consummate the transaction. How do we increase yield?Our Social Media campaigns triggers thousands of conversations. How do we derive value from these conversations? Out of all the customer walk-ins that we get every day, how do we maximize value? 01 02 03 04
  • 29. typical challenges that customer value maximization solves We have millions of customers calling our 1-800 number. How do we maximize value from each interaction? We get millions of pages views. Thousands of people fill up the shopping cart. Hundreds consummate the transaction. How do we increase yield?Our Social Media campaigns triggers thousands of conversations. How do we derive value from these conversations? Out of all the customer walk-ins that we get every day, how do we maximize value? We have millions of customers with us already. How do I maximize value from them? 01 02 03 04 05
  • 30. For more stories like these … For more stories like these …