Customer Lifecycle Management
Identifying, winning, growing and retaining customers
With markets more competitive than ever, businesses need to not only interact, but truly connect with their target audience to turn them into loyal customers. Research recently published in the Harvard Business Review shows that companies that boost customer retention by as little as 5% see increases in profits ranging from 25% to 95%.
The key to success is to listen to the voice of the customer, understanding their needs and then developing strategies to fulfil them. By utilising customer data analysis techniques and demographic profiling, we build up a detailed understanding of our customers’ behavioural patterns across the lifecycle. This means new and existing customers can be targeted at the right time, on the right channel, with the right product:
WIN – we offer a proactive outbound service turning warm leads into revenue generating customers; and develop social media campaigns that use existing customers as powerful influencers.
GROW – we analyse every customer contact for potential commercial opportunities; our pro-active front office customer service team and our loyalty programmes ensure customers are aware of additional offers and services.
RETAIN – by delivering an outstanding customer service and running loyalty programmes that offer real value to customers, we increase customer loyalty.
WIN-BACK – based on the insights gained throughout the customer lifecycle, we develop effective win-back strategies for our clients.
Innovative technology to manage the customer lifecycle
We’re experts in creating and implementing customer contact solutions that track and analyse customer interactions, enabling accurate forecasting and the development of effective marketing and sales campaigns.
Our loyalty platforms act as a central hub for promotions, targeted campaign management, customer segmentation, analytics and fulfilment. The intuitive front-end enables customer service agents to effectively deal with programme members’ enquiries.
Enhancing customer experience
We develop solutions that put our clients’ customers at the centre; supported by intelligent technology and systems we gain valuable customer insights that enable our clients to deliver a seamless, high quality experience to their customers - across all channels.
Improving customer loyalty and brand advocacy
We don’t simply resolve queries, but anticipate customer needs and offer additional information or services which will help our clients delight their customers.
Our bespoke loyalty platform for Valero Energy Ltd.’s Texaco branded Star Rewards card based loyalty programme processes customer rewards earned in over one million transactions a month.
Arvato used its industry expertise and global network to put every stage of our membership campaign into action - from strategy, to delivery and analysisNigel Villiers, H.O.G. & Rider Services Director Harley-Davidson