Brands know how important it is for them to build long-lasting relationships with their customers. However, even after providing delightful services, they are mostly unsure whether all their customers are satisfied or not?
So, how can brands make their customers stay with them and stop moving to their competitors?
This is where customer lifecycle management comes to the rescue.
Customer Lifecycle means studying the different stages of customer behavior when considering purchasing a product or service to actually buy it. A closer study of the customer lifecycle enables the brand to gain valuable insights into different customer behavior patterns. In addition, by analyzing the customer lifecycle, brands can better equip their marketing, sales, and customer support teams to convert one-time buyers into long-term advocates.
Customer lifecycle has five stages: Reach, Acquisition, Conversion, Retention, and Loyalty.
CLM (customer lifecycle management) analyzes various stages of the customer lifecycle and assigns metrics at each step. Then measure their performance based on the behavior of these metrics. Most of the customers generally follow the same pattern when they are searching for some product or service. Here, brands may guide their customers about its essential features and uses. It will help to ease customer efforts, bring transparency and build trust.
Customer lifecycle management helps businesses analyze a customer’s journey from the moment they are introduced to a brand.
Let’s understand how all this is crucial for the businesses and can benefit them:
With the help of CLM, businesses can provide personalized and exclusive services to their clients throughout their complete customer lifecycle. As a result, they can understand their customers and their needs and engage with them better, increasing their experience with the particular brand.
It happens with the data generated through CLM, which allows brands to understand their customers, their buying behavior, customer’s unsatisfied needs, and expectations. Once identified, brands can resolve customer concerns to achieve greater customer satisfaction.
CLM allows brands to understand their customer experiences of products and services by engaging with them at various phases of the customer lifecycle journey. The information aids companies in developing different strategies and policies so that their customers become reliable at all stages of their journey, and switching to a competing brand becomes a distant option.
It empowers brands to identify every customer’s needs and expectations. If not, then the brand can plan out ways to cater to every customer’s needs and feel acknowledged as a person of value.
Businesses have a massive amount of data that often overlap with one another. CLM assists brands in reorganizing all the information into a central spot where marketing, sales, finance, purchase, etc., departments can all access it and collaborate with another to accomplish the organization’s overall goals.
It streamlines the procedures, raises visibility, improves efficiency, productivity and allows a company to be more hard-headed in their entire operations. It can eventually help them in outplaying their competitors.
Sometimes, customers scale up or scale down their shopping or even change their buying patterns. With the help of CLM, brands can identify these customers and offer them the latest buying plans. Brands may also reach out to customers proactively and offer them consumables for products bought earlier.
The churn rate is the number of customers who have left the brand during a period divided by the total number of customers at the beginning of that period. Therefore, brands need to monitor churn rate consistently and always strive to minimize it to the lowest.
With the help of CLM, brands are better able to understand their customers and build trust and loyalty among them towards the brand. As a result, it increases customer retention and reduces attrition. Therefore, even a small percentage of reduction in churn rate will bring more revenue.
CLM contributes to the extension of the customer relationship lifecycle by increasing the likelihood of creating a more engaging interaction between the brand and the consumer. During the lifecycle, customers interact with a brand over an extended length of time where both the brand and customers become dependable on each other.
Engagement over a long period between the brand and customer allows for the formation of strong bonds. Empathy, transparency, proactive attitude, and supporting the client wherever and whenever feasible throughout the customer journey are the foundations of effective customer lifecycle management.
With the correctly organized data through CLM, brands may connect with the customers at different phases of the customer lifecycle. Every customer requires personalized communication with the brand since they have varied demands and objectives while making a purchase. It will benefit the brand in developing long-term relationships with their customers and providing them delightful customer experience.
The simple truth for the brands is to remember that they’re in a business where customer satisfaction is of great importance. When they assist their clients in overcoming challenges and fulfilling their needs with the brands, they will run their businesses more efficiently and effectively.Categories: