CLM
Unpredictable and no longer brand-loyal?
Not at all!
It is commonly accepted today that customers and prospects have become fickle and no longer stay loyal to brands. According to M+, that's plain nonsense. If you provide the right message at the right time, people will choose your product. It's as simple as that. The question, of course, what is the right message. When and how you should provide the mesage.
Precisely that's the support that M+ can offer you. Through well-directed communication, customised offers, lead generation and qualification, as well as the right timing, we make sure that customers will continue to choose you. Alternatively, we ensure that you have the right information and tools to get prospects to join your satisfied customer base.
M+ offers customised services in all phases of a sales cycle. We refer to this as Customer LifeCycle Management (CLM). CLM forms the foundation for how we assist you. It is not without reason that insight into purchasing behaviour, service needs and loyalty triggers are the pillars that underpin CLM. This method comprises not just consultancy and advice, but also the implementation. M+ has the tools and the expertise to acquire and retain customers. Or to win them back, if necessary.
Customer Lifecycle Management consists of seven phases:
Suspect
Without new customers, there's no growth. It's as simple as that. But where do you find them? What target groups should your company focus on? And why is that? These questions aren't that simple.
Prospect
Knowing what your target group is, may not be the same as knowing your target group. You know which target groups you want to focus on. But do you have the insight into what these groups consider important?
Sales
Your product is so good that it'll sell itself? Dream on. You may believe that what you're selling is special. But what about your offer? Nothing sells itself.
Welcome
Question: which customer do you value the most, the potential or the loyal customer? Answer: the customer in between.
Retention
Every day customers are lost. Contracts are terminated and new suppliers spring up on the market all the time, offering new tempting deals. Your customer has the opportunity to choose. Loyalty is definitely not perpetual.
Loyalty
On average, it costs five times as much to invest in acquiring a new customer than it is to retain an existing one. A customer is given only one chance to choose you as his supplier. He'll need to make that decision repeatedly.
Winback
Does a lost customer keep you awake at night? Honestly, yes! One less customer doesn't just mean a loss in turnover, instead it strengthens your competitor and leads to bad advertising that may hurt your business.
Corporate brochure
