Can your organization be profitable without understanding customer profitability?
Understanding customer profitability is essential for banks and other organizations to be competitive in today's business landscape. A profitability management system such as Profitlens, by Meridian Technologies, allows managers to easily identify which customers contribute to profits, which customers are neutral, and which customers eat into profits. Using these insights, management can devise strategies that add value to the most profitable customers, make less profitable customers more profitable, and stop or reduce the erosion of profit from unprofitable customers.
Read this whitepaper for more information on the value of understanding customer profitability, strategies for applying profitability insights, and the benefits of Profitlens, a customer profitability management system.
The Customer Engagement Roadmap - The Key to Increasing the Value of Your Membership Base
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Can your organization be profitable without understanding customer profitability?
Understanding customer profitability is essential for banks and other organizations to be competitive in today's business landscape. A profitability management system such as Profitlens, by Meridian Technologies, allows managers to easily identify which customers contribute to profits, which customers are neutral, and which customers eat into profits. Using these insights, management can devise strategies that add value to the most profitable customers, make less profitable customers more profitable, and stop or reduce the erosion of profit from unprofitable customers.
Read this whitepaper for more information on the value of understanding customer profitability, strategies for applying profitability insights, and the benefits of Profitlens, a customer profitability management system.
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Roi of online customer service communitiesCentrecom
Consumers have rapidly adopted social media communication technologies and behaviours. Customer service professionals are looking at the possibilities of incorporating these collaborative tools to deliver better customer experiences at a lower cost. This approach seems to have great promise; however, there is little documentation at present on the cost-effectiveness of incorporating social strategies and technologies for businesses.
This presentation, inspired in a previous research study published by Forrester in 2009, aims to give you an overview of processes and touch points to consider if you which to determine the business value of your online communities for customer service and support.
After 15+ years of leading relationship marketing initiatives, I've developed this blueprint for a comprehensive customer loyalty strategy.
The focus is primarily on digital content subscriptions and SaaS, however these principles will work for any business looking to increase customer loyalty and lifetime value.
Please share your comments and questions!
My contact information is on slide 31 if you'd like a copy.
GRAND CANYON UNIVERSITY SCENARIO GENERATORModule 4 Scenari.docxwhittemorelucilla
GRAND CANYON UNIVERSITY SCENARIO GENERATOR
Module 4 Scenario: Hiring Plan and Compensation Package Proposal
Type: Family Business
Size: Small Business
Sector: Computer Repair
Funding: Investors/Lenders
Stakeholders:
Employees
Decision makers:
Owners
Formal organization:
LLC
Human Resources Department:
Pay-for service arrangement: employment law attorney
Stage in Organizational Lifecycle:
Birth
THESE ARE THE GIVEN CONSTRAINTS:
ORGANIZATIONAL BACKGROUND:
Founded in: 1970
Dedicated to: The company thrives to provide the best possible
experience to all of its business partners and clients.
Culture Our culture is akin to that of a small family. All our
employees are partners in the business, share our success, and help us
sustain the core values that make us successful.
Structure: Our organization is very flat and consists of three tiers:
owners, managers, and non-manager employees.
Mission statement: To ensure that each customer receives prompt,
professional, friendly, and courteous service. To maintain a
professional and friendly environment for our cusotmers and staff. To
provide at a fair price using only quality components. To ensure that
all customers and staff are treated with the respect and dignity they
deserve. To thank each customer for the opportunity to serve them. By
maintaining these objectives we shall be assured of a fair profit that
will allow us to contribute to the community we serve.
Vision statement: Within the next five years, we will become a leading
provider of products and services to small businesses by providing
page 1 / 4
customizable, user-friendly solutions scaled to small business needs.
INTEGRITY: By dealing honestly with our clients, staff, vendors and
community.
RESPONSIBILITY: By considering the environment in which we do
business, community views and the common good.
PROFITABILITY: By being aware that an appropriate level of profit is
necessary to maintain our business and allow our values to continue to
be observed.
Values statement: In conducting our business, we will realize our
vision by performing our affairs so that our actions provide
confirmation of the high value we place on:
Present goals: To reduce delivery and distribution time of products
and services. To reduce the number and frequency of customer
complaints, and to improve the response time of customers inquiries.
Past goals: To reduce employee turnover by 20 percent by introducing a
new employee assistance program. To improve productivity by
implementing a company-wide training program. To actively recruit
skilled workers into the organization.
Brief SWOT analysis:
Strengths:
Positive cash flow
Experienced management
Good business reputation
Known for product quality
Weaknesses:
Experienced management approaching retirement
Insufficiently diversified revenue streams
Products and/or services have not been updated for a long time
Too much internal bureaucracy
Opportunities:
Internat ...
Nearly all interactive marketers use email, and they expect it to increase in
effectiveness over the next two years. But research indicates that most email
campaigns don’t deliver expected results, leaving marketers wondering how
they can increase the strategic value of their email programs to close the gap
between expectations and actual results.
This whitepaper highlights some of the industry research on strategic email
marketing maturity and provides detailed explanations of several advanced
email marketing programs proven to increase email’s effectiveness and drive
specific business objectives.
A program describing the benefits of creating a 401k sponsored by an association for use by the group's members. This program was developed for the Merrimack Valley Venture Forum (MVVF) of the Greater Lowell, MA area.
Empowering retention strategiesin the age of the customer
This white paper addresses:
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– Six proven steps for a successful measurement program
– Using customer intelligence to predict and drive change
LOYALTY PROGRAM DIMENSION AND FUTURE TREND FOR HOSPITALITY AND TRAVEL INDUSTR...IAEME Publication
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firms to retain their customer and gain their loyalty. The objective of this study is to
identify challenge and opportunity in designing LP. Five dimensions associated with
designing loyalty programs such as membership, point structure, benefit,
communication program, and partnership have been identified. This Systematic
review will focus on loyalty programs in hospitality and travel related industry. This
paper reviewed 37 articles to explain the important factor in designing LP.
Furthermore, technology advances also influence the evolution of the LP. The future
direction of LP also identified as a guideline for researcher and practitioner to
understand the LP.
Out Behave The Competition™
Learn more about Potential Point™, a unique behavioral performance platform that defines, communicates, and holds employees accountable for living on-brand behaviors.
Vocii advocates brand as business strategy from the inside out closing the loop between marketing, human resources and other stakeholders to develop the employee side of the brand equation. By infusing mission, vision, values and business objectives into the hearts, minds and actions of employees, its services are designed to help companies create high performing, customer-centric cultures that actually make people want to come to work each day. With expertise in brand discovery, strategy, expression and delivery as well as training, social media advocacy and on brand behavior management, Vocii is poised to break down any barrier to increase brand equity and profitability.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
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Roi of online customer service communitiesCentrecom
Consumers have rapidly adopted social media communication technologies and behaviours. Customer service professionals are looking at the possibilities of incorporating these collaborative tools to deliver better customer experiences at a lower cost. This approach seems to have great promise; however, there is little documentation at present on the cost-effectiveness of incorporating social strategies and technologies for businesses.
This presentation, inspired in a previous research study published by Forrester in 2009, aims to give you an overview of processes and touch points to consider if you which to determine the business value of your online communities for customer service and support.
After 15+ years of leading relationship marketing initiatives, I've developed this blueprint for a comprehensive customer loyalty strategy.
The focus is primarily on digital content subscriptions and SaaS, however these principles will work for any business looking to increase customer loyalty and lifetime value.
Please share your comments and questions!
My contact information is on slide 31 if you'd like a copy.
GRAND CANYON UNIVERSITY SCENARIO GENERATORModule 4 Scenari.docxwhittemorelucilla
GRAND CANYON UNIVERSITY SCENARIO GENERATOR
Module 4 Scenario: Hiring Plan and Compensation Package Proposal
Type: Family Business
Size: Small Business
Sector: Computer Repair
Funding: Investors/Lenders
Stakeholders:
Employees
Decision makers:
Owners
Formal organization:
LLC
Human Resources Department:
Pay-for service arrangement: employment law attorney
Stage in Organizational Lifecycle:
Birth
THESE ARE THE GIVEN CONSTRAINTS:
ORGANIZATIONAL BACKGROUND:
Founded in: 1970
Dedicated to: The company thrives to provide the best possible
experience to all of its business partners and clients.
Culture Our culture is akin to that of a small family. All our
employees are partners in the business, share our success, and help us
sustain the core values that make us successful.
Structure: Our organization is very flat and consists of three tiers:
owners, managers, and non-manager employees.
Mission statement: To ensure that each customer receives prompt,
professional, friendly, and courteous service. To maintain a
professional and friendly environment for our cusotmers and staff. To
provide at a fair price using only quality components. To ensure that
all customers and staff are treated with the respect and dignity they
deserve. To thank each customer for the opportunity to serve them. By
maintaining these objectives we shall be assured of a fair profit that
will allow us to contribute to the community we serve.
Vision statement: Within the next five years, we will become a leading
provider of products and services to small businesses by providing
page 1 / 4
customizable, user-friendly solutions scaled to small business needs.
INTEGRITY: By dealing honestly with our clients, staff, vendors and
community.
RESPONSIBILITY: By considering the environment in which we do
business, community views and the common good.
PROFITABILITY: By being aware that an appropriate level of profit is
necessary to maintain our business and allow our values to continue to
be observed.
Values statement: In conducting our business, we will realize our
vision by performing our affairs so that our actions provide
confirmation of the high value we place on:
Present goals: To reduce delivery and distribution time of products
and services. To reduce the number and frequency of customer
complaints, and to improve the response time of customers inquiries.
Past goals: To reduce employee turnover by 20 percent by introducing a
new employee assistance program. To improve productivity by
implementing a company-wide training program. To actively recruit
skilled workers into the organization.
Brief SWOT analysis:
Strengths:
Positive cash flow
Experienced management
Good business reputation
Known for product quality
Weaknesses:
Experienced management approaching retirement
Insufficiently diversified revenue streams
Products and/or services have not been updated for a long time
Too much internal bureaucracy
Opportunities:
Internat ...
Nearly all interactive marketers use email, and they expect it to increase in
effectiveness over the next two years. But research indicates that most email
campaigns don’t deliver expected results, leaving marketers wondering how
they can increase the strategic value of their email programs to close the gap
between expectations and actual results.
This whitepaper highlights some of the industry research on strategic email
marketing maturity and provides detailed explanations of several advanced
email marketing programs proven to increase email’s effectiveness and drive
specific business objectives.
A program describing the benefits of creating a 401k sponsored by an association for use by the group's members. This program was developed for the Merrimack Valley Venture Forum (MVVF) of the Greater Lowell, MA area.
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
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Loyalty program(LP) has long become one of the marketing strategies used by the
firms to retain their customer and gain their loyalty. The objective of this study is to
identify challenge and opportunity in designing LP. Five dimensions associated with
designing loyalty programs such as membership, point structure, benefit,
communication program, and partnership have been identified. This Systematic
review will focus on loyalty programs in hospitality and travel related industry. This
paper reviewed 37 articles to explain the important factor in designing LP.
Furthermore, technology advances also influence the evolution of the LP. The future
direction of LP also identified as a guideline for researcher and practitioner to
understand the LP.
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Learn more about Potential Point™, a unique behavioral performance platform that defines, communicates, and holds employees accountable for living on-brand behaviors.
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2. Loyalty programs are crucial for companies to attract and retain customers, increase
customer spending, and encourage the purchase of additional products. This white paper
discusses the financial reporting and accounting for loyalty programs, understanding
customer behavior and program levers, and the use of data analytics to improve actuarial
models for valuing loyalty program liabilities.
Summary
loyesys.com
3. The Program Overview
loyesys.com
Customer loyalty programs have proliferated in recent
years as companies seek to acquire and retain
customers, increase customer spending, influence
customer spending habits, and encourage the
purchase of additional products. In fact, some loyalty
programs have become so aligned with company
brands that they have become a core product offering.
As loyalty programs have grown and matured, various
accounting, actuarial, and regulatory models have
emerged. Not surprisingly, differing views on
recognizing and measuring loyalty program benefits
and costs have led to diversity in practice. Gaining an
understanding of these different perspectives,
particularly with respect to point- based loyalty
programs, is critical to establishing an effective loyalty
program strategy and proper financial reporting.
4. loyesys.com
The Loyalty Value Proposition
In any financial institute, customers are your most important asset. From growing revenues to enhancing
competitiveness, every aspect of your financial success depends on the ability to attract and retain customers,
as well as drive their adoption of new products or services.
Increased purchase frequency
Increased purchase volume
Reduction in customer churn rate
Willingness to pay premium
Increased advocacy and referrals
The objective of a loyalty program is to achieve the ideal balance between incremental earnings (revenues) and
incremental redemptions (costs), with the goal of attracting "profitable" members and generating maximum
incremental profits for the Brand.
Rewards redemption and accrued liability
Cost of soft benefits (e.g., acceleration)
Program communications (e.g., advertising, mailings, email)
Information technology investment and maintenance
Enterprise training and support (e.g., call centers)
Business unit overhead (e.g., Program Management)
Research and development
Profitability of Loyalty Programs (Revenues – Costs)
Incremental Revenues Incremental Costs
5. Accounting For Loyalty
Programs
Typically, between two and ten percent of the amount
customers spend on products or services, fund rewards
programs.
In addition to being a significant expense, delayed
fulfilment of member benefits under rebate or points
programs can result in a build-up of large balance sheet
liabilities over time. Accordingly, having the Loyalty
program, will address fundamental accounting issues for
the recognition and measurement of;
Revenues and expenses on the income
statement and
Related liabilities on the balance sheet
loyesys.com
6. The Program implements these changes in a variety of forms as illustrated by the following examples:
Loyalty programs tend to evolve over time with the introduction of additional member earning/redemption options and
the modification of overall program terms and conditions (T&C) to reflect the Brand’s evolving goals and needs.
Understanding Customer Behavior and Program "Levers"
Additional
Earning Options
Bonuses and
Promotions
Additional
Redemption
Options
Adding new acceleration partnerships
Adding tactical earning offers based on business requirements
Offering bonus points to encourage spending on the underlying product; and
Offering promotional redemption program where points have increased value to
encourage redemption and build brand loyalty
Increasing product range based on member feedback
Option to use points for other offers and internal inventory/programs
Option to redeem points for gift cards; and
Offering a "cash and point" option
loyesys.com
7. The following are examples of "levers" will be used:
Understanding Customer
Behavior and Program "Levers"
Change in number of points required to qualify for a reward
Change in points thresholds for various membership levels
Introduction of "blackout" dates or high-season dates (e.g., more points
needed to get an award)
Capacity restrictions (e.g., reduction in number of available products); and
Introduction of points expiration date or inactivity period rules after which
points are forfeited
The implementation of any of these changes can directly impact the
members' ability to earn and redeem points, which can affect the ultimate
redemption rate (URR) of points or the actual cost of the redemptions (cost
per point or "CPP"). Both the URR and the CPP are critical components of a
liability estimation analysis. A detailed understanding of the program and its
changes over time is therefore vital to reflecting any potential shift in member
behavior in the actuarial analysis and, ultimately, producing reliable results.
loyesys.com
8. A variety of statistical models are used to analyze various aspects of the The Loyalty
Program. Gaining a complete understanding of the available historical data is an
important consideration in determining the modelling approach.
The data available for analysis varies. Granular data, including individual customer
earning/redemption activities, when available, which provides flexibility in the actuary's
selection of the modelling approach. The alternative approach may only have access to
aggregate data or only a quarters of new data, a common problem if the program
structure has changed (e.g., mergers) or information technology systems have changed.
Program management will provide significant insights into possible data issues, which is
critical in the early stages of the analysis.
Data, Data, and More Data
loyesys.com
9. loyesys.com
To improve the accuracy of actuarial models, the actuary will
segment the data, to the extent that each segment has
sufficient volume to be statistically reliable, into
homogeneous categories exhibiting similar behavior.
Characteristics that may impact the proportion of rewards
members are likely to redeem include:
The Loyalty program captures certain data elements for each
program member, including:
Type/level of membership
Member enrolment inception date
Length of membership (i.e., tenure)
Reward points credited/earned or spent annually; and
Geography/location
Enrolment date/tenure in program
Amount/timing of points earned
Amount/timing of points redeemed
Data, Data, and More Data
10. The valuation of the loyalty programs liabilities is similar to the valuation of insurance company reserves - both involve
the projection of future contingent events, e.g., whether or not members will redeem points and when the points will be
redeemed. Specifically, estimating your liabilities involves projecting the probability, timing, and cost of award
redemptions. Not surprisingly, commonly accepted actuarial approaches used in the insurance industry may provide a
sound basis for the program analyses. For example, the loyalty program's liability can be calculated using the following
equation:
# Points Outstanding Redemption Cost Per Point Redemption Rate Rewards Liability
Actuarial Methodologies
loyesys.com
11. Calculating the number of points outstanding is straightforward because it simply consists
of using the program data at a specific evaluation date. The redemption cost per point can
be estimated in a number of ways – historical cost, member value, "fair value" – all of which
require an in-depth understanding of the accounting standards applicable to the analysis.
Determining the redemption rate applicable to the program can be challenging but is vital
to the estimation of the rewards liability. The challenge stems from the fact that a certain
proportion of the total earned points will not be redeemed due to point expiration, point
balances below the minimum reward level, and dormant or cancelled members. This is
referred to as "breakage". The estimation of a program's breakage rate generally requires
the application of actuarial techniques.
Actuarial methodologies
loyesys.com
12. Several types of models will measure the program redemption rates:
1. Earn Year Model
Redemption Rate Types
loyesys.com
This approach determines the ultimate redemption rate for
points earned to date by historical earn year. This method
assumes a "going concern" program and recognizes that some
future redemptions of historically earned points will require
members to earn additional points in the future. This approach
estimates the time lag between the earning of a point and its
actual redemption based on a "first-in, first-out" (FIFO)
assumption. This assumes that members redeem "older" points
before points recently acquired, which is a concept that is
highly effective where points expire after a specific time period
("date stamped"). In the FIFO approach, we will "map" historical
point redemptions to historical point earning transactions in
order to "burn" the older points first.
2. Enrolment (Joining) Year Model
This model is a lifetime accumulation model, which aggregates
cumulative points earned and redeemed by enrolment year
(i.e., the year in which the member joined the program). Over
time, the number of points earned and redeemed grows, and
the number of active member’s decreases as members leave
the program or become inactive. Once all members stop
participating in the program, the cumulative redemption rate
reaches an ultimate value. The enrolment year model generally
produces a more conservative measure of URR since breakage
tends to drop as the tenure of a member within the program
increases.
13. 3. Attrition Model
Redemption Rate Types
loyesys.com
This model projects the future membership lapse rates
(frequency) and the ultimate redemption rate (severity)
separately and then combines the results of the frequency and
severity projections in order to obtain a URR for the entire
program. The goal of the frequency component is to determine
when members will leave the program, i.e., the model "runs-off"
members until all member’s cease to be active program
participants. The goal of the severity component is to project the
ultimate redemption rate for each member at the time of exit
from the program. A key assumption under this type of model is
that members that remain active in a program for a longer
period tend to leave the program with a higher URR than
members that leave after a shorter program tenure. The
resulting URR from this approach reflects the ultimate expected
percentage of points to be redeemed over a member's lifetime,
similar to the enrolment year model.
4. Transition Model
The transition model is an alternative model which is useful
where points break due to inactivity rules. This model involves
developing transition rates which measure the probability of
points becoming inactive over time and tracks the transition of
points from an active to an inactive status. These transitions
represent probabilities that a given point will break, be
redeemed, become inactive for a longer period of time, or
become refreshed by member activity. This approach also is
useful in evaluating a member's behavior relative to that
particular member's most recent activity. While the model is
neither an earn year nor an enrolment year model, the transition
model generally takes a calendar year view of members, which
more closely aligns with the earn year approach.
14. Performance "dashboards" or key performance indicators is
essential for measuring the financial success of the loyalty
program. Some useful metrics are listed here below:
Customer Relationship Metrics
loyesys.com
Participation rate - Percentage of customers who are members
Activity rate - Percentage of members actively participating in
the program through earning/redeeming points
Tenure - Length of membership
Attrition or churn rate - Rate at which members drop out of the
program, typically based on a defined threshold, such as 18
months of inactivity
Ultimate redemption rate - Percentage of points issued that
members are expected to redeem prior to expiration or forfeiture
Breakage rate - Percentage of points issued that members are
not expected to redeem due to insufficient balances, expiration,
or forfeiture (complement of ultimate redemption rate)
Cost per redeemed point or cost-per-point - Total monetary cost
of redeemed awards (e.g., USD) divided by the total currency
amount redeemed (e.g., points), over a defined time period
15. Customer Relationship Metrics
loyesys.com
Inactivity period - Measure of time elapsed since the customer's
last activity in the program (a good indicator of potential attrition)
Frequency - Number of points earning activities for member’s
relative to number of activities (i.e., bookings, etc.) for
non-program participating customers
Pacing - Elapsed time between purchases
Revenue – Amount spent on the inventory/services/card type by
program members
Average member spending per transaction - Average sales price
of member purchases
Lift - Measure of the incremental points earning (or spending) of
program member’s relative to non-program participating
customers
Breadth of activity - Measure of the number of product categories
to which a customer's purchases apply
Loyalty program percentage cost - Total monetary cost of points
awarded as a percentage of total customer spending
16. Predictive modelling techniques will identify key membership characteristics that are
predictive of future behavior. For example, members with a certain level of spend or sales
may tend to redeem more frequently than others, and members with children may tend
to stay in hotels more frequently than others. Upon the identification of these member
characteristics, predictive modelling techniques are used to predict future member
behavior, such as a member's likelihood of leaving the program or being delinquent.
While predictive models could retrospectively determine the differentiating
characteristics of members that have left a program with different redemption rates,
another possible use of these models is to identify the program's "best" members. The
actuary will need to be discussed with stakeholders and the definition of a "best"
member (e.g., high spenders, high frequency members, low redeemers, etc.) and, once
defined, predictive modelling techniques will help identify the key characteristics of
these members. Such analysis will provide the program with a powerful tool to improve
future marketing efforts and the program's profitability.
Customer Behavior Analysis
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18. High-Value
In Limbo
Marginal
Aspiring
Loyalists
75 - 100%
25 - 50%
0 - 25%
50 - 75%
55%
15%
10%
20%
60%
10%
5%
25%
50%
15%
15%
20%
8.0
2.5
2.0
3.0
3.0
0.5
0.5
1.0
Member
Type
"Profit Score"
Quartile
% of Revenue
Generated by
Program
% of Profits
Generated by
Program
% of Program
Redemption
Cost
Number of
Annual Point
Earning
Transactions
Number of
Annual Point
Redemptions
Transactions
Customer Behavior Analysis
The following table shows a typical example of spend/cost distribution for the program. For this example, we
defined profit as the members' generated, program revenue minus the redemption costs associated to these
same members. We then split the population into profit quartiles to identify the characteristics of members
based on their "profit score.” We can clearly observe that different member types generate different levels of
activity, and also different profitability results, within the program.
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