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.
For $10.00 more, you can download this document plus 2 more FlevyPro documents. That's just $13 each.
ABOUT FLEVYPRO
This document is part of the FlevyPro Library, a curated knowledge base of documents for our FlevyPro subscribers.
FlevyPro is a subscription service for on-demand business frameworks and analysis tools. FlevyPro subscribers receive access to an exclusive library of curated business documents—business framework primers, presentation templates, Lean Six Sigma tools, and more—among other exclusive benefits.
Since 2012, we have provided best practices to over 10,000 businesses and organizations of all sizes, from startups and small businesses to the Fortune 100, in over 130 countries.
Read Customer Testimonials
"I am extremely grateful for the proactiveness and eagerness to help and I would gladly recommend the Flevy team if you are looking for data and toolkits to help you work through business solutions."
– Trevor Booth, Partner, Fast Forward Consulting
"I have found Flevy to be an amazing resource and library of useful presentations for lean sigma, change management and so many other topics. This has reduced the time I need to spend on preparing for my performance consultation. The library is easily accessible and updates are regularly provided. A wealth of great information."
– Cynthia Howard RN, PhD, Executive Coach at Ei Leadership
"FlevyPro provides business frameworks from many of the global giants in management consulting that allow you to provide best in class solutions for your clients."
– David Harris, Managing Director at Futures Strategy
"Last Sunday morning, I was diligently working on an important presentation for a client and found myself in need of additional content and suitable templates for various types of graphics. Flevy.com proved to be a treasure trove for both content and design at a reasonable price, considering the time I
saved. I encountered a download issue during the ordering process. However, a quick email to Flevy's support team, even on a Sunday (!!!), resulted in assistance within less than an hour, allowing me to download the content I needed. Fantastic job, Flevy! I give 5 stars for both content/price and customer service. Thank you!
"
– M. E., Chief Commercial Officer, International Logistics Service Provider
"[Flevy] produces some great work that has been/continues to be of immense help not only to myself, but as I seek to provide professional services to my clients, it gives me a large "tool box" of resources that are critical to provide them with the quality of service and outcomes they are expecting."
– Royston Knowles, Executive with 50+ Years of Board Level Experience
"One of the great discoveries that I have made for my business is the Flevy library of training materials.
As a Lean Transformation Expert, I am always making presentations to clients on a variety of topics: Training, Transformation, Total Productive Maintenance, Culture, Coaching, Tools, Leadership Behavior, etc. Flevy
It is well worth the money to purchase these presentations. Sure, I have the knowledge and information to make my point. It is another thing to create a presentation that captures what I want to say. Flevy has saved me countless hours of preparation time that is much better spent with implementation that will actually save money for my clients.
"
– Ed Kemmerling, Senior Lean Transformation Expert at PMG
"Flevy is now a part of my business routine. I visit Flevy at least 3 times each month.
Flevy has become my preferred learning source, because what it provides is practical, current, and useful in this era where the business world is being rewritten.
many challenges and there is the need to make the right decisions in a short time, with so much scattered information, we are fortunate to have Flevy. Flevy investigates, selects, and puts at our disposal the best of the best to help us be successful in our work.
"
– Omar Hernán Montes Parra, CEO at Quantum SFE
"If you are looking for great resources to save time with your business presentations, Flevy is truly a value-added resource. Flevy has done all the work for you and we will continue to utilize Flevy as a source to extract up-to-date information and data for our virtual and onsite presentations!"
– Debbi Saffo, President at The NiKhar Group
Save with Bundles
This document is available as part of the following discounted bundle(s):
Download our FREE Digital Transformation Templates
Download our free compilation of 50+ Digital Transformation slides and templates. DX concepts covered include Digital Leadership, Digital Maturity, Digital Value Chain, Customer Experience, Customer Journey, RPA, etc.
Click main image to view in full screen.
