“In the current gloomy economic environment, and in the face of tough pricing competition, companies need help from experts in the Marketing and Sales area to ensure their ability to effectively market their products/services in the near-term, as well as their long-term viability. Based on my work and research in the Marketing Operations area, I have to place Marketing Operations Partners in the top echelon of experts whose services will be a hot commodity for companies that want to not just survive, but thrive. Marketing Operations Partners brings together an elite team of experts that can help any smart company ensure their place at the top of the market” -- Saad Hameed, Sr. Manager, Marketing Operations & Demand Generation, LinkedIn
To optimize customer profitability, inspire enterprise-wide ownership of customer experience excellence.
We can help you create a Customer Profitability center of excellence through mentoring/coaching, train-the-trainer, remote design/deployment, and/or on-site design/deployment in the following best practices:
- Quantify lost customers, revenue and profit contribution
- Identify drivers of defection, retention, and customer profitability
- Develop customer experience personae to guide marketing, sales, service, innovation
- Calculate customer lifetime value and customer equity
- Integrate voice of the customer sources: surveys, social media, contact center, etc.
- Assess voice of the customer capability to provide inputs to strategies and processes
- Guide integration of voice of the customer into all strategies, rituals, processes, policies
- Formalize closed-loop complaint management; drive complaint prevention
- Improve customer touch-point enablers throughout the company
- Identify customers’ desired outcomes and innate customer experience metrics
- Develop internal branding strategy for living the brand promise enterprise-wide
So how does your organization measure up today in Customer Profitability? Here's a fun exercise for you to assess its effectiveness for yourself.
