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Customer Lifecycle Management, or CLM, is the art and science of maximizing customer retention - and lifetime value. CLM shows customer interactions in context, not in isolated silos. CLM is action oriented and lets you engage, respond, dispatch and much more.
Teledini’s CLM solution is not just for your sales and marketing departments. It's non-departmental and more cultural. CLM is a holistic tool for your entire organization. It considers time - from cradle to grave. And it contemplates all customer interactions - not just specific campaigns. Effective CLM Must Be Technology-Enabled The challenge with CLM is that it can’t really happen without technology—not in today’s business world. While it is important to have a corporate culture that puts “the customer first” and is focused on retaining and pleasing customers, that’s easier said than done. As a manager, you can’t be everywhere. What are your customers doing? Who are they interacting with? What do they need? You need help watching and understanding your customer. That’s the first stage of technology-enabled CLM, and that’s where the technology-enabled, customer-sensing technology from Teledini comes in. The second stage is responding to your customers: both proactively and reactively. It’s not enough to wait for customers to raise their hand. By watching and listening to what your customers do, and how they do it, you can proactively anticipate their needs and configure the right array of services for them. But sometimes you just have to react when you see an issue that can quickly turn negative. That’s where innovative dispatch, communications and triaging solutions from Teledini CLM can really help. In fact, studies show that negative customer situations that are turned into positive experiences actually engender more long term loyalty than a continually positive customer experience. If you’d like to learn more about CLM, return frequently to this website. We’ll be writing much more about it. In the meantime, here are some links you can use to learn more about this powerful concept: Wikipedia James Taylor on Enterprise Decision Management TechRepublic Blog: Understand and measure the lifetime value of your customers |
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