This document discusses operationalizing voice of the customer (VOC) to ensure superior customer value across the entire customer experience. It introduces Market Value Solutions, a consulting firm that focuses on measuring and managing customer value using VOC to quantify value propositions in targeted markets. The document outlines Market Value Solution's expertise in customer value analysis and management. It then provides examples of companies that have deployed Market Value Solutions strategically and operationally. The rest of the document discusses topics like the evolution of six sigma, combining six sigma and marketing, and value-driven six sigma. It also provides details on Market Value Solution's modified DMAIC process and tools used in their approach. Finally, it summarizes two case examples of Market Value Solutions deployments
The Changing Nature of Campaign ManagementClickSquared
Daniel Smith, senior vice president, marketing, ClickSquared, and guest, Suresh Vittal, Vice President, Practice Leader, Forrester Research, Inc., discuss the realities of cross-channel marketing and how marketers can leverage modern campaign management tools.
Smarter campaign management engaging customers at point of maximum impactHolger Kyas
Abstract: In today’s data driven world, C2B organizations need to be innovative marketing leaders to succeed and create meaningful customer experiences. Companies who excel at this are using advanced analytics and “science fueled creativity” to engage their customers at the point of maximum impact. Hear from advanced analytics experts and leaders from Hilton Grand Vacations, Prolifics and IBM on how they are using intelligence to deliver smarter campaigns to positively affect their bottom line.
Nine Dimensions Of Commercial Excellence (Sandeep Bhat)Sandeep Bhat
Nine Dimensions of Commercial Excellence outlines nine dimensions to optimize commercial interactions and maximize profit contributions: 1) customer relationship management, 2) key account management, 3) sales force capability enhancement, 4) targeting, 5) business efficiency management, 6) resource deployment and development, 7) promotional mix, 8) marketing excellence, and 9) alternate sales channels. It also discusses accelerators like dynamic detailing, interaction analytics, and social media analytics to improve sales and customer excellence.
The typical marketer and sales person, in a complex B2B sales environment,understands the value of a truly qualified “sales-ready” lead over a marketing ready prospect, because it meets a designated set of criteria and progresses into a sale faster with fewer selling resources
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Een presentatie van Laurent Coenca van Logica, over Innovative campaign management tijdens de Applied Customer Insight (ACI) netwerksessie op 13 maart 2012 in Amstelveen
This document discusses operationalizing voice of the customer (VOC) to ensure superior customer value across the entire customer experience. It introduces Market Value Solutions, a consulting firm that focuses on measuring and managing customer value using VOC to quantify value propositions in targeted markets. The document outlines Market Value Solution's expertise in customer value analysis and management. It then provides examples of companies that have deployed Market Value Solutions strategically and operationally. The rest of the document discusses topics like the evolution of six sigma, combining six sigma and marketing, and value-driven six sigma. It also provides details on Market Value Solution's modified DMAIC process and tools used in their approach. Finally, it summarizes two case examples of Market Value Solutions deployments
The Changing Nature of Campaign ManagementClickSquared
Daniel Smith, senior vice president, marketing, ClickSquared, and guest, Suresh Vittal, Vice President, Practice Leader, Forrester Research, Inc., discuss the realities of cross-channel marketing and how marketers can leverage modern campaign management tools.
Smarter campaign management engaging customers at point of maximum impactHolger Kyas
Abstract: In today’s data driven world, C2B organizations need to be innovative marketing leaders to succeed and create meaningful customer experiences. Companies who excel at this are using advanced analytics and “science fueled creativity” to engage their customers at the point of maximum impact. Hear from advanced analytics experts and leaders from Hilton Grand Vacations, Prolifics and IBM on how they are using intelligence to deliver smarter campaigns to positively affect their bottom line.
Nine Dimensions Of Commercial Excellence (Sandeep Bhat)Sandeep Bhat
Nine Dimensions of Commercial Excellence outlines nine dimensions to optimize commercial interactions and maximize profit contributions: 1) customer relationship management, 2) key account management, 3) sales force capability enhancement, 4) targeting, 5) business efficiency management, 6) resource deployment and development, 7) promotional mix, 8) marketing excellence, and 9) alternate sales channels. It also discusses accelerators like dynamic detailing, interaction analytics, and social media analytics to improve sales and customer excellence.
The typical marketer and sales person, in a complex B2B sales environment,understands the value of a truly qualified “sales-ready” lead over a marketing ready prospect, because it meets a designated set of criteria and progresses into a sale faster with fewer selling resources
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Een presentatie van Laurent Coenca van Logica, over Innovative campaign management tijdens de Applied Customer Insight (ACI) netwerksessie op 13 maart 2012 in Amstelveen
Bdw driving commercial excellence with analytics-danny kosasihDanny D. Kosasih
1) Takeda Indonesia implemented projects to improve analytics and sales force automation to address data gaps and challenges in tracking performance.
2) Key aspects of the projects included developing a business intelligence system called COMPASS, building a customer database, and implementing a mobile intelligence tool.
3) Moving forward, Takeda aims to continue enhancing analytics capabilities with the goals of predictive and prescriptive analytics to further drive commercial excellence.
Improving Sales Force Performance and EffectivenessL.E.K. Consulting
The document summarizes key points from a discussion between L.E.K. Consulting and Chief Executive Network on improving sales force performance. It identifies common sales challenges such as misaligned sales strategies, poor lead generation and customer retention. It also outlines critical levers for effectiveness including properly defining sales strategies, improving sales processes, and establishing sales force enablers like performance measurement and an effective sales culture. Case studies show how addressing these areas can accelerate sales growth and profits.
The document discusses four key strategies for companies to achieve profitable and sustainable revenue growth during an economic downturn: 1) Focus on existing customer accounts by deepening relationships and tailoring offers; 2) Ensure every sales opportunity is captured through efficient upselling and cross-selling; 3) Reduce the cost to serve customers by empowering associates with tools to work smarter; and 4) Maintain a strong focus on service quality to differentiate the brand in the marketplace.
Gleanster Research and Act-On Software sought to answer these questions. We conducted a study in Q4 2014 and Q1 2015, surveying marketing professionals in 750 companies to understand how they perceive and support customer relationship management. For the purposes of this study, we defined CRM as: Any iteraction a customer has with your brand across all stages of the customer lifecycle.
The Sales & Marketing Maturity Assessment Tool is a framework that helps organizations assess their current status in sales and marketing functions, identify areas for improvement, and develop a path for becoming more customer-centric. It covers 6 categories of sales and marketing and 41 specific functions, providing a maturity score for each. Organizations can use the results to prioritize improvements, develop implementation plans, and track progress towards best practices. The tool helps organizations close the gap between their institution and customers.
Summary Comparison of the 2013 Gartner MCCM Magic Quadrant vendors to the previous year, 2012 results. Easily see what Gartner's standout recommendations are and how the MCCM Multi-Channel vendors compares to 2012.
2015 Guide to the “CMO Technology Blueprint for Midsize B2B Companies” Infogr...Gleanster Research
This document provides an overview and guide to the "2015 CMO Technology Blueprint for Midsize B2B Companies" infographic. It discusses how the blueprint can help midsize B2B companies navigate the complex marketing technology landscape by identifying a small subset of technologies that are appropriate and realistic for most companies. It also identifies "mission critical" technologies that are widely adopted and can provide competitive differentiation. The document provides guidance on how companies should use the blueprint to focus their investments in marketing operations, awareness/acquisition, retention/expansion, and loyalty.
This is a white paper I wrote a couple of years ago on the knotty subject of segmentation. I\'ve found that 90% or more of segmentation projects do not meet the original objectives. It amazes me that most of the planet persists in making the same mistakes on segmentation again and again. Many segmentation frameworks last about as long as the tenure of the CMO. Then the CMO is replaced and a new one is launched! I\'ve tried to outline the main pitfalls and how you avoid them. Comments welcome.
Elements of a Modern Demand Generation Plan by Adam Needles]irarick
The document provides an overview of the key elements needed for a successful modern demand generation plan. It discusses challenges such as implementing technology without updating processes, struggling to link marketing tactics to revenue, and not focusing programs around the buyer's decision process. It outlines guiding principles like educating buyers and iterative content tailored to the buyer's consumption. The presentation agenda is also summarized which includes topics like principles for demand generation, getting focused on the buyer, building out programs, and optimizing.
Pivotal crm for medical device manufacturersPivotal CRM
This document discusses how medical device manufacturers can improve their go-to-market strategies using customer relationship management (CRM) solutions. It outlines several challenges manufacturers face in getting products to market quickly and profitably, including being late to market, not understanding customer relationships and influencers, and not having the right sales teams assigned to accounts. The document argues that CRM solutions can help manufacturers overcome these challenges by integrating customer data, streamlining processes, and engaging customers to transform organizations and commercialize products more effectively.
The document provides an agenda and presentation materials for a Commercial Excellence Forum on differentiation and value propositions. The agenda includes sessions on introduction to differentiation and value propositions, applying value propositions to companies, and designing strong value propositions. The presentation materials discuss the importance of differentiation in outperforming competition, common barriers to effective value proposition development and communication, and frameworks for defining a value proposition based on customer needs.
High Performance ABM Capabilities Benchmark ReportDemand Metric
This report will present the framework, the maturity milestones it represents, recommended actions to achieve maturity with ABM and therefore maximize its revenue impact.
Executive Summary
Business marketers have always advertised in specialized media such as trade magazines, but their audiences have traditionally been too narrow to use television, radio, and similar mass outlets. This limitation has carried over into the digital world, where business marketers could target ads on search terms and industry Web sites but not buy display ads that reach broad audiences. This has become an increasing problem as buyers do more research anonymously on the Web, making them harder to identify and nurture. Tools such as content marketing and social media have filled some of the gap by offering alternative methods of acquiring new names. But those methods are labor and content- intensive, making them difficult to scale. As a result, business marketers have longingly eyed the “insert coin here” efficiency that lets consumer advertisers reliably increase results by raising their display ad spend.
Happily, new methods have now made online display advertising a more effective, higher volume option for business marketers. Improved audience targeting expands the number of prospects marketers can reach and how frequently they can be contacted. Business marketers must learn a few new tricks to take advantage of this opportunity. But in return they gain a greater control over the flow of new names and more precise targeting of the messages for each individual. This Guide will ease your entry to the new world of effective B2B display advertising. Let the journey begin.
This brief 11-page How-To Guide is designed to provide practical advice for B2B Display Advertising and outlines the following:
What is Display Advertising?
Display Advertising For Marketers
Challenges
Resources
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Agile Marketing How-To Guide and ToolkitDemand Metric
Your Problem
You need to help your marketing team become more efficient.
Our Solution
Agile Marketing is a powerful and proven tactical approach to improve the processes that empower your marketing team, encouraging constant and swift growth. An Agile approach allows teams to be more capable to adapt to real-time marketing challenges or opportunities. Not only does the Agile process improve a teams speed, but it encourages transparency and rewards adaptability, ultimately leading to happier and less stressed team members and more consistent results. This How-To Guide and Toolkit will help your team achieve an Agile Marketing process that is proven to deliver more results.
Key Benefits
leverage Agile Marketing best practices
quickly discover how to implement Agile
Full toolkit that supports what you learn
The document discusses implementing a technology stack to maximize opportunities within the "golden triangle" of mobile devices, social media, and real-time technologies. It provides guidance on defining an organization's technology stack, including beginning with business and marketing strategies, evaluating in-house vs external capabilities, and measuring success. Choosing between a single vendor solution or point solutions depends on an organization's flexibility. Future changes will include a widening skills gap between IT and marketing, as marketers need deeper technology knowledge and IT needs business understanding.
Identify your potential customer segments is meaningless. Unless you have clear objectives and a clear plan how to utilize these customer segmentation in your future actions. Read how to use Big Data tool to succeed in your next customer segmentation project.
This PowerPoint was made based on the article written by Tien Anh Nguyen “Customer Segment: A guide to the best B2B practices” published by Openview on Sep, 1st 2016.
The document discusses the importance of customer relationship management (CRM) for businesses. It notes that businesses lose up to 50% of their customers over 5 years, and that retaining existing customers is 6-7 times cheaper than acquiring new ones. CRM is presented as a business strategy focused on understanding customer needs and providing satisfying experiences across channels to improve retention, loyalty and profits. The key aspects of CRM involve organizing around customer segments, fostering satisfying customer behaviors, and linking processes from customers to suppliers.
The channel sales model is a great way to scale up your business. But, that doesn't mean channel sales is easy. It comes with its own set of challenges. Download this whitepaper to learn more about the 7 steps to smoother channel management.
Calculating Customer Lifetime Value How-To GuideDemand Metric
Executive Summary
This How-To Guide details the definition of customer lifetime value (CLV), the advantages of calculating CLV and the standard formula for calculating CLV.
Common sense tells us that the longer a customer is in relationship with a company, the more profitable that customer relationship is. However, many companies put the emphasis on new customer acquisition and not enough effort is made to retain existing customers. This is a mistake, because the financial impact of retaining customers is substantial: companies can increase profits by as much as 100% by retaining just 5% more of their customers. For these reasons, CLV is a crucial metric that most organizations overlook mainly because its definition and purpose are not entirely known. Understanding the monetary value each customer represents to your organization can help you budget correctly for your business needs, strategically plan your marketing initiatives and improve long-term relationships with your customer base.
Read this brief 4-page guide to learn about:
Customer Lifetime Value
The advantages of calculating CLV
The standard formula for calculting CLV
Use the Customer Lifetime Value Calculator to get started!
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Empowering retention strategiesin the age of the customer
This white paper addresses:
– Why measurement programs need to change
– Six proven steps for a successful measurement program
– Using customer intelligence to predict and drive change
The document discusses customer relationship management (CRM). It defines CRM from different perspectives including management, technology, and according to Francis Buttle. It outlines the objectives of CRM and discusses the perspectives, types, considerations for selecting CRM software, implementation process, phases of customer development, retention strategies, tools for retention, customer support, and benefits and challenges of CRM.
This document outlines the five major phases of a CRM implementation project: 1) Develop the CRM strategy, 2) Build the CRM project foundations, 3) Specify needs and select partner, 4) Implement the project, and 5) Evaluate performance. It focuses on the first phase of developing the CRM strategy, which involves conducting a situation analysis, educating stakeholders, developing a CRM vision, setting priorities and goals/objectives, and identifying people, process, and technology requirements to build the business case. The goals of most CRM strategies are to enhance customer satisfaction/loyalty, increase revenue, and reduce costs.
Bdw driving commercial excellence with analytics-danny kosasihDanny D. Kosasih
1) Takeda Indonesia implemented projects to improve analytics and sales force automation to address data gaps and challenges in tracking performance.
2) Key aspects of the projects included developing a business intelligence system called COMPASS, building a customer database, and implementing a mobile intelligence tool.
3) Moving forward, Takeda aims to continue enhancing analytics capabilities with the goals of predictive and prescriptive analytics to further drive commercial excellence.
Improving Sales Force Performance and EffectivenessL.E.K. Consulting
The document summarizes key points from a discussion between L.E.K. Consulting and Chief Executive Network on improving sales force performance. It identifies common sales challenges such as misaligned sales strategies, poor lead generation and customer retention. It also outlines critical levers for effectiveness including properly defining sales strategies, improving sales processes, and establishing sales force enablers like performance measurement and an effective sales culture. Case studies show how addressing these areas can accelerate sales growth and profits.
The document discusses four key strategies for companies to achieve profitable and sustainable revenue growth during an economic downturn: 1) Focus on existing customer accounts by deepening relationships and tailoring offers; 2) Ensure every sales opportunity is captured through efficient upselling and cross-selling; 3) Reduce the cost to serve customers by empowering associates with tools to work smarter; and 4) Maintain a strong focus on service quality to differentiate the brand in the marketplace.
Gleanster Research and Act-On Software sought to answer these questions. We conducted a study in Q4 2014 and Q1 2015, surveying marketing professionals in 750 companies to understand how they perceive and support customer relationship management. For the purposes of this study, we defined CRM as: Any iteraction a customer has with your brand across all stages of the customer lifecycle.
The Sales & Marketing Maturity Assessment Tool is a framework that helps organizations assess their current status in sales and marketing functions, identify areas for improvement, and develop a path for becoming more customer-centric. It covers 6 categories of sales and marketing and 41 specific functions, providing a maturity score for each. Organizations can use the results to prioritize improvements, develop implementation plans, and track progress towards best practices. The tool helps organizations close the gap between their institution and customers.
Summary Comparison of the 2013 Gartner MCCM Magic Quadrant vendors to the previous year, 2012 results. Easily see what Gartner's standout recommendations are and how the MCCM Multi-Channel vendors compares to 2012.
2015 Guide to the “CMO Technology Blueprint for Midsize B2B Companies” Infogr...Gleanster Research
This document provides an overview and guide to the "2015 CMO Technology Blueprint for Midsize B2B Companies" infographic. It discusses how the blueprint can help midsize B2B companies navigate the complex marketing technology landscape by identifying a small subset of technologies that are appropriate and realistic for most companies. It also identifies "mission critical" technologies that are widely adopted and can provide competitive differentiation. The document provides guidance on how companies should use the blueprint to focus their investments in marketing operations, awareness/acquisition, retention/expansion, and loyalty.
This is a white paper I wrote a couple of years ago on the knotty subject of segmentation. I\'ve found that 90% or more of segmentation projects do not meet the original objectives. It amazes me that most of the planet persists in making the same mistakes on segmentation again and again. Many segmentation frameworks last about as long as the tenure of the CMO. Then the CMO is replaced and a new one is launched! I\'ve tried to outline the main pitfalls and how you avoid them. Comments welcome.
Elements of a Modern Demand Generation Plan by Adam Needles]irarick
The document provides an overview of the key elements needed for a successful modern demand generation plan. It discusses challenges such as implementing technology without updating processes, struggling to link marketing tactics to revenue, and not focusing programs around the buyer's decision process. It outlines guiding principles like educating buyers and iterative content tailored to the buyer's consumption. The presentation agenda is also summarized which includes topics like principles for demand generation, getting focused on the buyer, building out programs, and optimizing.
Pivotal crm for medical device manufacturersPivotal CRM
This document discusses how medical device manufacturers can improve their go-to-market strategies using customer relationship management (CRM) solutions. It outlines several challenges manufacturers face in getting products to market quickly and profitably, including being late to market, not understanding customer relationships and influencers, and not having the right sales teams assigned to accounts. The document argues that CRM solutions can help manufacturers overcome these challenges by integrating customer data, streamlining processes, and engaging customers to transform organizations and commercialize products more effectively.
The document provides an agenda and presentation materials for a Commercial Excellence Forum on differentiation and value propositions. The agenda includes sessions on introduction to differentiation and value propositions, applying value propositions to companies, and designing strong value propositions. The presentation materials discuss the importance of differentiation in outperforming competition, common barriers to effective value proposition development and communication, and frameworks for defining a value proposition based on customer needs.
High Performance ABM Capabilities Benchmark ReportDemand Metric
This report will present the framework, the maturity milestones it represents, recommended actions to achieve maturity with ABM and therefore maximize its revenue impact.
Executive Summary
Business marketers have always advertised in specialized media such as trade magazines, but their audiences have traditionally been too narrow to use television, radio, and similar mass outlets. This limitation has carried over into the digital world, where business marketers could target ads on search terms and industry Web sites but not buy display ads that reach broad audiences. This has become an increasing problem as buyers do more research anonymously on the Web, making them harder to identify and nurture. Tools such as content marketing and social media have filled some of the gap by offering alternative methods of acquiring new names. But those methods are labor and content- intensive, making them difficult to scale. As a result, business marketers have longingly eyed the “insert coin here” efficiency that lets consumer advertisers reliably increase results by raising their display ad spend.
Happily, new methods have now made online display advertising a more effective, higher volume option for business marketers. Improved audience targeting expands the number of prospects marketers can reach and how frequently they can be contacted. Business marketers must learn a few new tricks to take advantage of this opportunity. But in return they gain a greater control over the flow of new names and more precise targeting of the messages for each individual. This Guide will ease your entry to the new world of effective B2B display advertising. Let the journey begin.
This brief 11-page How-To Guide is designed to provide practical advice for B2B Display Advertising and outlines the following:
What is Display Advertising?
Display Advertising For Marketers
Challenges
Resources
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Agile Marketing How-To Guide and ToolkitDemand Metric
Your Problem
You need to help your marketing team become more efficient.
Our Solution
Agile Marketing is a powerful and proven tactical approach to improve the processes that empower your marketing team, encouraging constant and swift growth. An Agile approach allows teams to be more capable to adapt to real-time marketing challenges or opportunities. Not only does the Agile process improve a teams speed, but it encourages transparency and rewards adaptability, ultimately leading to happier and less stressed team members and more consistent results. This How-To Guide and Toolkit will help your team achieve an Agile Marketing process that is proven to deliver more results.
Key Benefits
leverage Agile Marketing best practices
quickly discover how to implement Agile
Full toolkit that supports what you learn
The document discusses implementing a technology stack to maximize opportunities within the "golden triangle" of mobile devices, social media, and real-time technologies. It provides guidance on defining an organization's technology stack, including beginning with business and marketing strategies, evaluating in-house vs external capabilities, and measuring success. Choosing between a single vendor solution or point solutions depends on an organization's flexibility. Future changes will include a widening skills gap between IT and marketing, as marketers need deeper technology knowledge and IT needs business understanding.
Identify your potential customer segments is meaningless. Unless you have clear objectives and a clear plan how to utilize these customer segmentation in your future actions. Read how to use Big Data tool to succeed in your next customer segmentation project.
This PowerPoint was made based on the article written by Tien Anh Nguyen “Customer Segment: A guide to the best B2B practices” published by Openview on Sep, 1st 2016.
The document discusses the importance of customer relationship management (CRM) for businesses. It notes that businesses lose up to 50% of their customers over 5 years, and that retaining existing customers is 6-7 times cheaper than acquiring new ones. CRM is presented as a business strategy focused on understanding customer needs and providing satisfying experiences across channels to improve retention, loyalty and profits. The key aspects of CRM involve organizing around customer segments, fostering satisfying customer behaviors, and linking processes from customers to suppliers.
The channel sales model is a great way to scale up your business. But, that doesn't mean channel sales is easy. It comes with its own set of challenges. Download this whitepaper to learn more about the 7 steps to smoother channel management.
Calculating Customer Lifetime Value How-To GuideDemand Metric
Executive Summary
This How-To Guide details the definition of customer lifetime value (CLV), the advantages of calculating CLV and the standard formula for calculating CLV.
Common sense tells us that the longer a customer is in relationship with a company, the more profitable that customer relationship is. However, many companies put the emphasis on new customer acquisition and not enough effort is made to retain existing customers. This is a mistake, because the financial impact of retaining customers is substantial: companies can increase profits by as much as 100% by retaining just 5% more of their customers. For these reasons, CLV is a crucial metric that most organizations overlook mainly because its definition and purpose are not entirely known. Understanding the monetary value each customer represents to your organization can help you budget correctly for your business needs, strategically plan your marketing initiatives and improve long-term relationships with your customer base.
Read this brief 4-page guide to learn about:
Customer Lifetime Value
The advantages of calculating CLV
The standard formula for calculting CLV
Use the Customer Lifetime Value Calculator to get started!
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Empowering retention strategiesin the age of the customer
This white paper addresses:
– Why measurement programs need to change
– Six proven steps for a successful measurement program
– Using customer intelligence to predict and drive change
The document discusses customer relationship management (CRM). It defines CRM from different perspectives including management, technology, and according to Francis Buttle. It outlines the objectives of CRM and discusses the perspectives, types, considerations for selecting CRM software, implementation process, phases of customer development, retention strategies, tools for retention, customer support, and benefits and challenges of CRM.
This document outlines the five major phases of a CRM implementation project: 1) Develop the CRM strategy, 2) Build the CRM project foundations, 3) Specify needs and select partner, 4) Implement the project, and 5) Evaluate performance. It focuses on the first phase of developing the CRM strategy, which involves conducting a situation analysis, educating stakeholders, developing a CRM vision, setting priorities and goals/objectives, and identifying people, process, and technology requirements to build the business case. The goals of most CRM strategies are to enhance customer satisfaction/loyalty, increase revenue, and reduce costs.
This document discusses how principles from portfolio management can be applied to customer relationship management (CRM). It argues that customers can be viewed as a portfolio that is managed over time, similar to how loans are managed in a portfolio. Three key points are made:
1) Portfolio management and CRM are essentially the same when viewed from an analytics perspective, with the main difference being the target variable and predictors that are used.
2) Adopting a portfolio management approach to CRM means quantifying the probability of customer defection and using analytics to maximize cash flows from customers over their lifetime as customers.
3) CRM can benefit from practices used in portfolio management, such as taking a longitudinal view of customers
The document provides a preview of new features in Microsoft Dynamics CRM 2015, CRM Online (2015 Update), Dynamics Marketing (2015 Update), and Social Listening (2014 R2). Key new capabilities include enhanced sales and marketing automation features, such as guided sales processes, product families, sales hierarchies, and improved email marketing tools. The document also summarizes improvements to customer service, social listening, and the underlying CRM platform.
The document provides a preview of new features in Microsoft Dynamics CRM 2015, CRM Online (2015 Update), Dynamics Marketing (2015 Update), and Social Listening (2014 R2). Key new capabilities include enhanced sales and marketing automation features, such as guided sales processes, product families, sales hierarchies, and improved email marketing tools. The document also previews updates to customer service, social listening, and the CRM platform, including improved search, configuration wizards, and business rules.
The document discusses key concepts around customer value, satisfaction, and loyalty. It provides 10 multiple choice questions with explanations about organizational charts, customer perceived value, customer lifetime value, customer relationship management, and using customer databases. Specifically, question 10 asks about different ways companies use customer databases except to remove insignificant customers.
e-commerce - lead generation case study movingDneedle
movingDneedle campaign strategy in the Personalized Email marketing frame helps one of the industry pioneers in E-Commerce and Business Process Solutions move the needle on Deals.
This document discusses the transformation of marketing roles to focus on revenue generation. It notes that roughly 50% of B2B marketers now have direct revenue accountability. Marketers are engaging prospects earlier in the buying process and staying involved through sales and after. As their role changes, marketers need new metrics to demonstrate business impact, moving from measuring activities to measuring revenue results. The document provides examples of key revenue metrics and outlines challenges in accurately calculating marketing ROI across the entire customer lifecycle. It emphasizes the importance of alignment between marketing, sales, finance, and IT to define common definitions, processes, and key performance indicators tied to revenue.
Financial services is one of the top disrupted industries today and this presentation will look at tips and tricks on how the banking industry can counter digital disruption. The goal of this presentation is to offer innovative ways for banks to transform their marketing strategy. It refers to case study examples of financial companies that are leading the way today with their revolutionary marketing strategies. The presentation also provides workable tasks that you can start using today.
The document discusses customer relationship management (CRM). It provides an overview of CRM, including why customers leave companies and the transition from traditional to contemporary customer-centric approaches. It also discusses applying CRM concepts at Volkswagen and Virgin Mobile to improve customer experience. Finally, it covers measuring the effectiveness of CRM through frameworks like the balanced scorecard and analyzing customer value using metrics like recency, frequency, monetary value (RFM) analysis.
This document discusses best practices for customer relationship management (CRM) implementation in the luxury retail sector. It provides an overview of current CRM challenges in luxury retail, including identifying customers across disparate channels and measuring salesperson effectiveness. It then summarizes findings from reports on CRM practices in retail, including the use of loyalty programs and real-time customer data. Finally, it proposes a conceptual framework for CRM in luxury retail based on providing personalized customer experiences and generating customer insights to refine business actions.
Microsoft dynamics crm 2015 release preview guideEugene Zozulya
This document provides a summary of key features and enhancements in Microsoft Dynamics CRM 2015, Microsoft Dynamics CRM Online (2015 Update), Microsoft Dynamics Marketing (2015 Update), and Microsoft Social Listening (2014 R2). It highlights improvements to marketing, sales, customer service, social capabilities, and the CRM platform. New features include enhanced marketing campaign management, sales process guidance, case management, search functionality, and configuration of CRM for Outlook.
This document provides a summary of new features and enhancements in Microsoft Dynamics CRM 2015, Microsoft Dynamics CRM Online (2015 Update), Microsoft Dynamics Marketing (2015 Update), and Microsoft Social Listening (2014 R2). Key investments are made in marketing, sales, customer service, and the platform. Marketing enhancements include improved multi-channel marketing capabilities like an email editor, campaign management, and sales collaboration. Sales improvements focus on guided sales processes, product families, sales hierarchies, and CRM for tablets. The updates aim to help customers market smarter, sell more effectively, and provide customer care across channels.
The document discusses the importance of the voice of the customer (VOC) practice for businesses. It defines VOC as focusing on collecting customer data through questions and feedback to understand expectations and improve products and services. Developing a strong VOC program requires time, employee commitment, and focusing on customer experience, satisfaction, and loyalty. The document provides tips for developing a VOC program, including designating leaders, setting goals, engaging customers, and measuring business metrics.
Analytics in action - How Marketelligent helped increase customer engagement ...Marketelligent
The client is a US-based database publisher with 12-15 products for enterprise markets including research documents, tools to aid research processes, databases on new technologies and partners. The task is to build cross-sell and up-sell strategies to identify customers likely to purchase additional products or upgrade to higher versions. An analytical framework using market basket analysis scores each customer and product to generate targeted recommendations, resulting in an 18% revenue increase from current customers in the first two quarters of 2013 compared to the previous year.
Similar to Quant5 Ten Critical Business Insights (20)
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Unlock your kitchen's true potential with expert remodeling services from O'Brien Group Inc. Transform your space into a functional, modern, and luxurious haven with their experienced professionals. From layout reconfiguration to high-end upgrades, they deliver stunning results tailored to your style and needs. Visit obriengroupinc.com to elevate your kitchen's beauty and functionality today.
Ellen Burstyn: From Detroit Dreamer to Hollywood Legend | CIO Women MagazineCIOWomenMagazine
In this article, we will dive into the extraordinary life of Ellen Burstyn, where the curtains rise on a story that's far more attractive than any script.
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The Most Inspiring Entrepreneurs to Follow in 2024.pdfthesiliconleaders
In a world where the potential of youth innovation remains vastly untouched, there emerges a guiding light in the form of Norm Goldstein, the Founder and CEO of EduNetwork Partners. His dedication to this cause has earned him recognition as a Congressional Leadership Award recipient.
During the budget session of 2024-25, the finance minister, Nirmala Sitharaman, introduced the “solar Rooftop scheme,” also known as “PM Surya Ghar Muft Bijli Yojana.” It is a subsidy offered to those who wish to put up solar panels in their homes using domestic power systems. Additionally, adopting photovoltaic technology at home allows you to lower your monthly electricity expenses. Today in this blog we will talk all about what is the PM Surya Ghar Muft Bijli Yojana. How does it work? Who is eligible for this yojana and all the other things related to this scheme?
Tired of chasing down expiring contracts and drowning in paperwork? Mastering contract management can significantly enhance your business efficiency and productivity. This guide unveils expert secrets to streamline your contract management process. Learn how to save time, minimize risk, and achieve effortless contract management.
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The Steadfast and Reliable Bull: Taurus Zodiac Signmy Pandit
Explore the steadfast and reliable nature of the Taurus Zodiac Sign. Discover the personality traits, key dates, and horoscope insights that define the determined and practical Taurus, and learn how their grounded nature makes them the anchor of the zodiac.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...BBPMedia1
Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...Niswey
50 million companies worldwide leverage WhatsApp as a key marketing channel. You may have considered adding it to your marketing mix, or probably already driving impressive conversions with WhatsApp.
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[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
Innovation Management Frameworks: Your Guide to Creativity & Innovation
Quant5 Ten Critical Business Insights
1. Best
of
Breed
Customer
Analy2cs:
Ten
Cri2cal
Business
Insights
Every
Marketer
Needs!
2. Overview
Quant5
created
this
guide
to
highlight
the
(10)
key
business
insights
most
sought
by
marketers
to
improve
their
business
-‐-‐
B2B
and
B2C.
Ten
Cri+cal
Business
Insights
2
3. Insight
#1:
How
to
Determine
the
Next
Best
Product
Offer
Challenge:
Every
company
wants
to
know
the
next
product
to
offer
their
customers
for
best
results.
The
usual
way
of
determining
this
oGen
fails.
•
•
•
Email
campaigns
end
up
yielding
low
sales
conversions.
Web
site
content
fails
to
generate
high
click-‐through
rates.
In-‐store
promoJons
do
not
generate
the
sales
growth.
These
are
all
symptoms
of
ineffecJve
&
ill-‐targeted
offers.
Solu2on:
Quant5’s
targeted
offers
module
uses
“data”
to
determine
what
products
will
be
most
desired
by
specific
customer
segments.
By
analyzing
past
individual
customer
transacJons
Quant5
idenJfies
the
best
targeted
offers
by
SKU
at
specific
price
points
to
produce
more
effecJve,
predictable
markeJng
insights
that
deliver
superior
results.
Business
Applica2on:
B2B
Quant5
Module:
Targeted
Offers
Ten
Cri+cal
Business
Insights
3
4. Insight
#2:
How
to
“Score”
Prospec2ve
Customers
Challenge:
SeVng
sales
and
markeJng
prioriJes
is
criJcal
to
effecJvely
determine
appropriate
resource
alloca2ons
for
specific
prospecJve
customer
segments.
Today
in-‐bound
markeJng
campaigns
produce
leads
that
are
difficult
to
prioriJze
and
determine
the
markeJng
correct
responses.
Solu2on:
Quant5’s
decision
opportuniJes
module
allows
companies
to
accurately
rank
prospecJve
customers.
“Prospect
scores”
based
on
past
successes
empower
sales
groups
to
opJmally
allocate
their
resources
to
pursue
their
most
promising
opportuniJes
while
focusing
less
Jme
to
lower
priority
ones.
Quant5’s
integraJon
with
Salesforce.com,
Marketo,
and
Eloqua
provides
unique
support
for
today’s
leading
business
producJvity
soluJons
operaJng
in
markeJng
and
sales
environments.
Business
Applica2on:
B2B
&
B2C
Quant5
Module:
Decision
Opportuni2es
Ten
Cri+cal
Business
Insights
4
5. Insight
#3:
How
to
Rank
Sales
Opportuni2es?
Challenge:
Sales
departments
are
constantly
updaJng
their
internal
forecasts
and
seVng
tacJcal
strategies
in
order
to
make
their
quarterly
revenues
numbers.
They
struggle
to
turn
their
tacJcal
strategies
into
truly
strategic
ones
that
will
reliably
deliver
the
numbers
they
want.
Solu2on:
By
assessing
opportuniJes
based
on
past
successes
businesses
are
much
beer
at
focusing
execuJve
and
other
key
resources
on
closing
high
priority
sales
opportuniJes.
Quant5’s
integraJon
with
Salesforce.com
provides
support
for
the
leading
CRM
system
and
its
predicJve
analyJcs
delivers
far
superior
ranking
of
sales
opportuniJes.
Business
Applica2on:
B2B
&
B2C
Quant5
Module:
Decision
Opportuni2es
Ten
Cri+cal
Business
Insights
5
6. Insight
#4:
How
to
Track
Usage
Trends
Challenge:
Today
many
businesses
do
not
know
if
their
customers
are
at
risk
of
churn.
Two
criJcal
indicators
–
product
and
customer
usage
trends
–
are
oGen
overlooked
by
businesses
as
indicators
of
churn
risk
during
Jmes
when
their
focus
is
on
generaJng
new
prospects
and
paying
customers.
Solu2on:
Quant5’s
product
use
module
analyzes
this
data
and
creates
insights
into
underlying
trends.
This
module
is
especially
helpful
to
companies
who
engage
their
customers
in
long-‐term
contracts,
subscripJons
or
licenses.
It
is
also
helpful
to
businesses
that
want
to
understand
how
product
usage
can
be
an
indicator
of
customer
saJsfacJon.
Business
Applica2on:
B2B
&
B2C
Quant5
Module:
Product
Use
Ten
Cri+cal
Business
Insights
6
7. Insight
#5:
How
to
Create
Truly
InsighVul
Customer
Segmenta2on
Challenge:
For
far
too
many
companies
customer
segmentaJon
starts
out
as
esJmates
based
on
“gut”
insJnct
and
grow
over
Jme
to
intui%ve
approxima%ons
of
purchase
levels
by
groups.
As
a
company
grows
and
its
customer
base
changes,
these
esJmates
are
no
longer
effecJve
–
yet
they
remain
in
place
leading
to
ineffecJve
markeJng
plans,
flawed
strategies
and
uneconomical
budgets.
Solu2on:
Quant5’s
customer
segmentaJon
module
idenJfies
groups
of
customers
by
loyalty
traits
and
purchase
paerns.
The
composiJons
of
these
groups
are
then
used
to
improve
markeJng
program
effecJveness
simply
by
focusing
the
messaging
and
target
of
product
and
service
offering
–
the
right
offer
to
the
right
customer!
Business
Applica2on:
B2B
&
B2C
Quant5
Module:
Customer
Segmenta2on
Ten
Cri+cal
Business
Insights
7
8. Insight
#6:
How
to
Determine
a
Customer’s
Life2me
Value
Challenge:
How
much
business
value
is
derived
from
an
individual
customer
over
his
or
her
lifeJme?
This
quesJon
is
important
because
it
helps
sales,
customer
support,
markeJng
and
other
departments
set
prioriJes.
Far
too
many
companies
are
in
the
dark
about
answering
this
criJcal
quesJon
resulJng
in
missed
opportuniJes
and
poor
resource
allocaJon
decisions.
Solu2on:
Quant5
has
developed
an
analyJcal
module
that
accurately
predicts
the
expected
lifeJme
value
of
a
customer
allowing
companies
to
beer
focus
their
limited
resources
on
those
customers
with
the
highest
value,
and
enabling
their
businesses
to
know
exactly
how
much
they
will
grow
over
Jme
based
on
past
customer
transacJons.
Result:
Enabling
true
“booms-‐up”
forecast
of
the
business
Business
Applica2on:
B2B
&
B2C
Quant5
Modules
• Targeted
Offers
• Customer
Segmenta2on
• Product
Rela2onships
Ten
Cri+cal
Business
Insights
8
9. Insight
#7:
How
to
Iden2fy
Customers
at
Risk
of
Churn
Challenge:
Companies
know
that
“customers
churn”
results
in
the
cri2cal
loss
of
valuable
buyers
–
most
o^en
permanently.
IdenJfying
and
predicJng
the
risk
of
churn
is
challenging
because
of
the
oGen
overwhelming
amount
of
data
and
other
indicators
that
must
be
analyzed
to
successfully
idenJfy
those
at
risk
and
how
best
to
take
the
acJons
needed
to
retain
customers
likely
to
“churn”.
Solu2on:
Quant5
has
developed
a
predicJve
analyJc
module
that
analyzes
customer
transacJons,
product
use
paerns,
product
relaJonships
and
other
data,
to
predict
the
risk
of
churn
in
a
company’s
customer
base.
Like
most
of
Quant5’s
soluJons,
this
leverages
self-‐learning
modules
whose
results
are
refined
over
Jme.
Risk
of
churn
is
an
important
contributor
to
a
business
that
must
be
monitored
and
factored
into
almost
every
aspect
of
its
strategy
and
tacJcs.
Business
Applica2on:
B2B
&
B2C
Quant5
Modules
• Targeted
Offers
• Customer
Segmenta2on
• Product
Rela2onships
Ten
Cri+cal
Business
Insights
9
10. Insight
#8:
Profitability
by
Product
and
Category
Challenge:
When
companies
and
their
product
lines
grow
they
need
to
develop
different
incenJve-‐based
loyalty
and
promoJons
strategies.
These
programs
enable
them
to
generate
new
insights
into
the
profitability
of
products
and
categories.
Unfortunately,
many
companies
sJll
rely
on
spreadsheets
that
oGen
do
not
take
into
account
discounJng
(e.g.
couponing,
and
loyalty
program
incenJves
in
product
profitability
analyses.
Solu2on:
Quant5’s
product
profitability
model
was
designed
to
present
a
more
accurate
representaJon
of
revenue
and
profits.
This
module
enables
marketers
to
generate
product
and
profitability
insights
for
use
in
both
product
and
strategic
planning
and
in
conjuncJon
with
other
product
management
modules
–
such
as
Quant5’s
Product
RelaJonships.
Business
Applica2on:
B2C
Module:
Product
Profitability
Ten
Cri+cal
Business
Insights
10
11. Insight
#9:
How
to
Develop
Op2mal
Customer
Profiles
Challenge:
Businesses
need
to
profile
their
customers
in
a
variety
of
ways
to
help
sales,
markeJng,
support
and
other
internal
personnel,
as
well
as
outside
partners.
This
is
no
easy
task
because
to
be
most
useful
customer
profiles
must
be
mulJfaceted
and
allow
companies
to
predict
future
buying
behaviors.
Solu2on:
Developing
such
a
mulJfaceted
profile
involves
taking
past
customer
transacJons,
idenJfying
the
next
products
and
price
they
will
purchase,
and
adding
in
a
score
for
a
prospect
or
a
sales
opportunity.
By
combining
the
results
of
mulJple
Quant5
modules,
businesses
can
create
customer
profiles
with
new
predicJve
elements
that
provide
more
insights
leading
to
beer
business
decision-‐making
and
stronger
results.
Business
Applica2on
B2B
&
B2C
Module:
•
•
•
•
•
•
Product
Use
Targeted
Offers
Customer
Segmenta2on,
Product
Profitability
Product
Rela2onships
Decision
Opportuni2es
Ten
Cri+cal
Business
Insights
11
12. Insight
#10:
How
to
Understand
Product
Rela2onships
Challenge:
A
key
challenge
for
any
company
with
a
web
site,
retail
presence
or
display
of
products
is
predicJng
which
products
will
sell
the
most
when
combined.
As
the
number
of
SKUs
in
a
business
or
product
lines
increases
it
becomes
even
harder
to
predict
how
promoJonal
product
combinaJons
can
be
directed
to
maximum
sales
or
revenues
for
individual
products,
products
groups,
and
items
outside
a
promoJon.
Solu2on:
Quant5’s
product
relaJonships
module
significantly
simplifies
the
complexiJes
involved
in
determining
the
right
mix
of
products
for
promoJons
or
display.
This
module
enables
marketers
to
conceive
promoJons
based
on
both
“hidden”
and
dynamic
product
relaJonships
resulJng
in
extraordinary
increases
in
sales.
Business
Applica2on:
B2B
&
B2C
Module:
Product
Rela2onships
Ten
Cri+cal
Business
Insights
12
13. Quant5
Predic2ve
Marke2ng
Solu2ons
• SoGware
as
a
Service
• Value
ProposiJon:
– F-‐a-‐s-‐t
implementaJon
&
results
– Very
affordable!
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reliable,
advanced
technology
– Does
not
require
a
room
full
of
data
scienJsts
• PredicJve
analyJcs
applied
to
key
markeJng
and
sales,
and
related,
quesJons
– F-‐a-‐s-‐t
M-‐ROI
Ten
Cri+cal
Business
Insights
13
14. Find
Us
www.quant5.com
hps://twier.com/Quant5Inc
Our
white
paper,
"Customer
AnalyJcs:
Leveraging
the
Big
Data
RevoluJon,"
is
available
at:
www.quant5.com/resources/resources
Ten
Cri+cal
Business
Insights
14
15. We’re
always
happy
to
explore
how
Quant5
can
help
you
…
in
detail
Please
contact:
Quant5,
Inc.
Cambridge,
MA
Phone:
+1
617-‐401-‐3142
Email:
sales@quant5.com
URL:
www.quant5.com
Ten
Cri+cal
Business
Insights
15