customer lifetime value (CLV)

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Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian 5 hours ago
Business leaders in the financial services (FS) industry are used to tracking success with measures that reflect shareholder, investor and market regulator values like return on equity, net profit, assets under management and capital adequacy ratio. This is the ‘money story’. However, most don’t always know how these important measures are affected by customer experience (CX) and customer engagement, or the ‘customer story’.
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Orchestrate Your Customer Analytics Practice With The Next Best Experience

Brandon Purcell April 4, 2019
In the world of customer analytics, soaring solos only get you so far. Delivering harmonious customer experiences across the customer life cycle requires careful collaboration across different business functions.
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How To Build A Better (Digital) Mousetrap

Nigel Fenwick March 21, 2019
“Build a better mousetrap, and the world will beat a path to your door.” While Ralph Waldo Emerson may not have said these exact words, the principles remain as true as ever today. Going Beyond Improving Today’s Customer Experience If you’ve been following my blog, you may remember a post from 2016, where I introduced […]
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The Analytics Opportunity For Marketing And Sales Alignment: An Encore Presentation

Allison Snow February 28, 2019
I’m bringing this topic to the top of your inbox, so to speak, but not (just) because I’m self-promotional. Lack of alignment really does continue to plague B2B sales and marketing organizations. Last year, I began to explore this challenge with analytical methods front and center. My hypothesis: B2B marketers and sales can use a […]
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How To Get Your Customers To Do Your Selling For You (Previewing Our B2B Forum)

Laura Ramos September 29, 2018
“Say, Tom, let me whitewash a little.” “No — no — I reckon it wouldn’t hardly do, Ben. You see, Aunt Polly’s awful particular about this fence . . . it’s got to be done very careful; I reckon there ain’t one boy in a thousand, maybe two thousand, that can do it the way it’s got […]
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Benchmark Yourself, Then Find The Help You Need

Brandon Purcell September 25, 2017
With the passing of the autumnal equinox, it’s time to rake leaves, sip pumpkin spiced lattes, and take stock of the summer’s activities.  For most CI pros, this summer was spent wrangling and analyzing customer data for insights- hopefully with some much-needed R&R sprinkled in.  For me, this summer was also busy and productive resulting […]
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Just Do It!

Forrester March 29, 2012
Whew, just back from four content-packed days at the Advertising Research Foundation (ARF) re:Think 2012conference. It was great to meet up with many of you there and connect through Twitter. If you missed my Twitter stream, click herefor a summary or check out the re:Think feed here. So, what are the key takeaways for Market […]
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Revisiting Customer Lifetime Value

Srividya Sridharan June 6, 2011
Relationship marketers love customer lifetime value (CLV) as a concept because it puts the customer at the core of the marketing investment decision and sneaks a peek into the future worth of the customer. But in reality, arriving at customer lifetime value is often a herculean task and the assortment of CLV approaches available doesn’t […]
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Another Loyalty Program? Damn right!

Forrester April 8, 2010
Hi Marketing Leaders, I stopped by Office Depot yesterday to purchase some office supplies. While I was waiting (for an extremely long time), the representative asked if I was a member of their loyalty program called Worklife Rewards. It’s always an interesting question, and many times my answer is: “I think so.” I DO know I […]
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“Hello World!” and the impact on loyalty

Forrester April 2, 2010
Hi Marketing Leaders, "Hello World!" is the well-known statement Tiger Woods used to introduce himself to professional golf in 1996. Since that introduction, Woods has become the biggest individual brand since Michael Jordan earning over $1 billion in total endorsement and tournament earnings. Now, the Woods' brand is tarnished due to his infidelity – yet […]
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“Hello World!” and the impact on loyalty

Forrester April 2, 2010
Hi Marketing Leaders, "Hello World!" is the well-known statement Tiger Woods used to introduce himself to professional golf in 1996. Since that introduction, Woods has become the biggest individual brand since Michael Jordan earning over $1 billion in total endorsement and tournament earnings. Now, the Woods' brand is tarnished due to his infidelity – yet […]
Read More