This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
This product (CRM and the Customer Experience) is a 25-slide PPT PowerPoint presentation slide deck (PPT), which you can download immediately upon purchase.
This presentation discusses Customer Relationship Management (CRM) strategy and developing the Customer Experience (CXP). This is the final phase of the Customer Analysis Approach and where all the previous analyses and recommendations must come together cohesively—e.g. the value proposition, economic model, technology considerations, etc.
This presentation is structured into 3 sections:
1. CRM Design
2. CXP Design
3. Strategy Implementation
This comprehensive presentation delves into the intricate relationship between CRM and CXP, emphasizing the critical role of aligning customer relationship strategies with customer experience design. It provides a structured approach to understanding customer economic value, segmenting customers, and crafting value propositions that meet their needs. The PPT also explores the dynamics of customer interactions and the behavioral science principles that can enhance customer satisfaction.
The presentation highlights the importance of managing customer life cycles through acquisition, retention, and growth. It addresses key questions around customer identification, relationship management, and the effective use of customer information. The document provides a detailed CRM Index to help organizations understand their current and future positioning, offering actionable insights for optimizing customer relationships.
Executives will find value in the strategic implementation section, which outlines the necessary steps for aligning CRM strategies with business objectives. It covers the development of business cases, economic models, and the integration of technology and organizational structures. This presentation is an essential resource for any organization looking to enhance its customer relationship management and deliver a superior customer experience.
This PPT slide presents a framework for understanding how investments in customer relationships can lead to enhanced customer behaviors, ultimately resulting in increased value. It emphasizes the correlation between financial performance and customer behavior, suggesting that a strategic approach to customer relationship management can yield significant returns.
At the top, the concept of "Potential New Value" is highlighted, indicating that there are untapped opportunities within customer interactions. This value is linked to the "Value of customer behavior," which suggests that understanding and leveraging customer actions can lead to better financial outcomes. The slide outlines a dual perspective: what the business receives ("We get") versus what it invests ("We got"). This juxtaposition illustrates the importance of measuring return on customer relationships against the requisite investments made.
The slide further breaks down customer interactions into 3 key areas: Customer Behaviors, Customer Experiences, and Capabilities. Customer Behaviors are categorized into acquisition, profitability, and retention, indicating that these elements are critical for driving value. Customer Experiences are segmented into stages such as finding, buying, enjoying, and exploring, which represent the customer journey and highlight the need for a seamless experience across all touchpoints.
Lastly, the Capabilities section emphasizes the foundational elements necessary for success: People, Processes, Technology, and Customer Knowledge. This reinforces the idea that effective management of customer relationships requires a holistic approach, integrating various capabilities to optimize interactions and enhance overall value generation. The slide serves as a strategic guide for organizations looking to refine their customer engagement efforts and maximize their investments in customer relationships.
This PPT slide presents a framework for understanding customer positioning through a CRM Index, highlighting the need for tailored strategies based on customer engagement levels. It categorizes customers into distinct segments: Relationship Optimizers, Customer Satisfiers, Pleasant Transactors, Basic Connectors, and Enterprise Connectors. Each segment requires different approaches to maximize value and enhance customer relationships.
The key takeaway is that businesses should prioritize satisfying customers to maintain revenue streams, rather than solely focusing on individual profitability. This suggests a shift towards a more holistic view of customer value across the enterprise. The slide emphasizes the importance of recognizing customer status in real-time across various touchpoints, which can inform more effective engagement strategies.
The implications of this positioning are significant. For instance, Relationship Optimizers, though a small percentage, represent customers who require a nuanced approach, including a comprehensive history of their interactions across channels. This indicates that businesses must invest in systems that provide real-time access to customer data, enabling personalized engagement.
On the other hand, Basic Transactors and Pleasant Transactors are characterized by limited recognition of individual preferences, suggesting that mass marketing techniques may be more effective for these groups. This highlights the need for a differentiated strategy that aligns with the specific characteristics of each customer segment.
Ultimately, the slide underscores the necessity of adapting customer engagement strategies based on the insights gained from the CRM Index, ensuring that businesses can effectively nurture relationships and drive long-term success.
This PPT slide presents a visual representation of customer value variability, emphasizing that not all customers contribute equally to a business's bottom line. It features a bell curve illustrating the distribution of customers based on their profitability. The x-axis denotes profitability per customer, while the y-axis indicates the number of customers. The curve peaks at "moderately profitable," indicating that most customers fall into this category, with fewer customers being either unprofitable or highly profitable.
Key questions are posed on the left side of the graph, prompting reflection on customer management strategies. These include inquiries about the reasons behind unprofitability, potential cost reductions, and strategies for customer engagement. Such questions are crucial for identifying areas where businesses can enhance customer value.
To the right, a three-dimensional model illustrates the relationship between relationship duration, profitability, and the number of relationships. This model suggests that optimizing customer relationships can significantly impact overall business potential. The upward trend labeled "Customer Optimisation" indicates that increasing the duration and profitability of customer relationships can lead to greater business success.
The concluding statement reinforces the idea that a business's full potential hinges on the number, profitability, and duration of its customer relationships. This insight is vital for executives looking to refine their customer engagement strategies and maximize value from their customer base.
This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
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