Sidra Marketing helpt u een winstgevende klantrelatie te creëren met behulp van Customer Lifecycle Management. Via marketing advies of interim opdracht.

1. MARKETING ADVICE &
INTERIM
MANAGEMENT
www.sidramarketing.nl

2. Sidra Marketing
LISETTE DAVIS
Marketing guide | Expert in Customer Lifecycle
Management

3. Portfolio

4. CUSTOMER LIFECYCLE
MANAGEMENT

5. What is Customer lifecyle
management?
Management of all interactions between you and your
customers
and improve customer experience

6. The human lifecycle
Phase 1
Education:
birth, grow up
Phase 2
Earning years:
Marriage,
housing, child
birth, raise child
Phase 3
Post
retirement:
Enjoy life,
grand parents

7. The customer lifecycle
Find potential
customers
Grow a
profitable
relationship
Acquire churned
customers
Keep customers
in and happy

8. Why?
 Improving the customer experience
 Insight in customers
 Customer loyalty
 Increase sales
 Save money
Customer lifetime value
Increase customer
loyalty of 1% is
equivalent to a
10% cost
reduction
(Bain & Co.)

9. How? Sidra 7-C model
© 7-C model - Sidra Marketing 2013
1.
• Customer insights
2.
• Customer value
3.
• Customer segments
4.
• Customer touch points
5.
• Customer journey
7.
• Customer loyalty
6. • Contact strategy

10. Tips & tricks
Focus on current
customers:
acquiring new customers
costs 5 times more than
keeping existing ones
For effective touch points:
flow two or more ways
and interact, don’t push
Loyalty is about service:
70% of customers leave
because of bad service
not because of bad
products
Stay ahead of changing
customer expectations:
customer engagement is
fueled by customer data

11. Create authentic
customer journeys!
SIDRA MARKETING
E-mail: lisette@sidramarketing.nl
Website: www.sidramarketing.nl
Mobile: +31 6 511 26 555