CCustomer - Methodical and fact-based client management
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This document describes CCustomer AB and their services for methodical and fact-based client management. CCustomer helps companies maximize revenue by analyzing customer data, understanding customer flows, measuring customer lifetime value, and implementing a four-step process for improvements. Their services include customer analysis, recruitment, and ensuring changes have the desired long-term effects. The goal is to focus marketing efforts on retaining existing customers and attracting the most profitable new customers.
CCustomer - Methodical and fact-based client management
- 1. www.ccustomer.se Methodical and fact-based client management. Methodical and fact-based client management. All content and intellectual capital in this presentation and/or any documentation supporting or attached to this presentation belongs to CCustomer AB and are not allowed to be used without permission of CCustomer. Should you be a non intented recipient of this presentation, please return to CCustomer or dispose of in an environmentally friendly manner.
- 2. www.ccustomer.se Methodical and fact-based client management. About CCustomer AB Table of content • About CCustomer • Our view on methodical and fact-based marketing • Customer flows and Customer Lifetime Value (CLV) • Our four step method for methodical and fact-based client management • Our services CCustomer helps companies to maximize revenue by working more methodically and fact-based with their client management.
- 3. www.ccustomer.se Methodical and fact-based client management. Our view of methodical and fact-based marketing The knowledge about your customers are crucial in order to remain at the forefront in the rapid change of the market. Our services aim for the following: • Keep and develop your existing customers It costs 6 to 7 times more to get a new customer than to keep an existing one (Frederick F. Reicheld, "The Loyalty Effect”). Yet many companies focus disproportionately on attracting new customers instead of working methodically and fact-based to understand, maintain and develop the existing ones. • Work methodically, proactively and fact-based Proactive client management requires consensus on the purpose, focus and goal with the client management. A proactive work process increases the likelihood of retaining and developing your customers over time and meet customers’ total need. • Measure your customers and see the result of your marketing investments Despite large investments within the marketing area, there are few companies that measure the impact of the work. By measuring your customers, you are able to see and take control over the results of your work.
- 4. www.ccustomer.se Methodical and fact-based client management. A methodical and fact based marketing requires control over the customer flows • What does your customer flows look like? • Where is potential for improvements? To consider Customers end of the year Customers beginning of the year New customers Active customers Lost customers Regained customers Number of new, lost, active and regained customers.
- 5. www.ccustomer.se Methodical and fact-based client management. Customer flows within a company Number and trends of of total, active, regained, new and lost customers.
- 6. www.ccustomer.se Methodical and fact-based client management. Customer Lifetime Value - the total value a customer gives you over the years CLV = F x AOV x Duration* (*Duration = Nr of years a customer is active) (Not def.) (Ej def.) CLV total
- 7. www.ccustomer.se Methodical and fact-based client management. 5% 15% 50% 30% 27% 31% 36% 6% Andel av kunder Andel av årsintäkt 0 2 000 4 000 6 000 8 000 10 000 12 000 14 000 16 000 0 20 000 40 000 60 000 80 000 100 000 120 000 140 000 Årsintäkt Antal kunder Where is the potential for development within your customer portfolio? To consider • How do you develop the remaining 80% of your customer base? • 20 percentage of the customers stands for 58 percentage of the revenue. • Who are these customers? What differs them from the rest? How do you secure their loyalty? 7 Yearlyrevenue Nr of customers Share of revenue Share of customers
- 8. www.ccustomer.se Methodical and fact-based client management. CCustomer has a proven work process in four steps for developing methodical and fact-based client management Analysis Ensure effect over time Point of decision 1.Withdraw raw data from your current accounting system. 2.Convert your raw data into customer data. 3.Organize and vsualize customer portfolio. 4.Define challenges. 5.Define what we want to achieve. 6.Identify stakeholders. 7.Identify barriers. 1.List ideas for improvement. 2.Prioritize ideas after potential and simplicity. 3.Create general resource and activity plan. 4.Identify opportunities to create improvements. 1.Communicate selected activities internally. 2.Prepare to use the selected solutions. 3.Implement and begin use of new solution. 4.Document experience and feedback. 1.Measure, control and follow up on results. 2.Activities for improvements and development. Make suggestions for improvement Implement improvements
- 9. www.ccustomer.se Methodical and fact-based client management. With our services we help businesses to increase revenue by working more methodically with their client management We help you with methodical and fact-based client management, in order to increase the likelihood to focus on the right new clients and maintain and develop existing ones. We know what skills that are required to work methodically and fact-based with client management and we therefore help you to find the right people. Methodical client management Recruitement Our services We help you to use the information from your existing accounting system in order to increase your revenue in three steps. Customer Analysis 7 kunder står för 49 % av total försäljning period 2012 Försäljning: 29 707 418 kr Antal kunder : 7 st CCustomer! 0" 1"000"000" 2"000"000" 3"000"000" 4"000"000" 5"000"000" 6"000"000" Kund"7" Kund"6" Kund"5" Kund"4" Kund"3" Kund"2" Kund"1" Intäkt& Kundnamn& Konsult" Rekrytering" Utbildning" Hanza" Prod 2 Prod 1 Prod 3 Intäkt Kundnamn Analysis Suggestions for improvement Implement improvements Ensure effect over time 1 2 3 4 Pre-study Recruitement 1 2
- 10. www.ccustomer.se Methodical and fact-based client management. Welcome to read more about client cases on our website! www.ccustomer.se Methodical and fact-based client management. CCustomer AB Ropstensslingan 11C 115 42 Stockholm Telefon (vx): +46 8 400 26 116 Org.nr: 556920-0743 www.CCustomer.se