Assess ROI to Ensure Profitable CRM Investments
Understanding customer needs, measuring perceptions and monitoring performance—all elements of customer satisfaction measurement (CSM)—will lead to an actionable loyalty plan.
To enrich the value of a loyalty program, and link loyalty program activity back to the bottom line, it becomes necessary to leverage your customer database to prioritize customers for retention and development.
Customizer
Ipsos Loyalty’s Customizer builds more effective marketing programs.
To determine potential customer value, Ipsos Loyalty will mine the economic data from your customer databases. Because far more customers change their spending patterns with a company than end their relationships altogether, focusing on customers’ spending patterns to improve their share-of-wallet can have as much as ten times more value to a company than focusing on retention alone.
By combining the rich attitudinal survey data with this customer behaviour data, Ipsos Loyalty will work with you to build more predictive targeting models to significantly increase the ROI of your direct marketing programs.
Customizer identifies whom our best customers are, when to talk to them, and what about. When behavioural data is appended to customer survey data, you learn what your customers are doing and why they are doing it. Customers can be prioritized for retention and development and predictive targeting models built to significantly increase the ROI of your direct marketing programs.
With Customizer, your database becomes an invaluable source of customer insight that enables you to create and sustain competitive advantage—permanently.
For more information on Customizer, download the pdf
Aftermarketing Audit SM
Ipsos Loyalty’s Aftermarketing AuditSM is a 360-degree view of your company from your customers’ perspectives.
It helps you understand what it’s like to be your customer. A highly effective planning tool, the Aftermarketing Audit allows senior management and cross-functional teams to quickly grasp the full extent of the customer experience and the opportunities to improve customer retention and profitability. Moments of Truth and Moments of Opportunity help you focus improvement efforts at critical problems and potent opportunities.
For more information on Aftermarketing Audit, download the pdf
