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Are You Customer-Centric?

Download the PDF: https://www.demandmetric.com/content/are-you-customer-centric Research indicates that when polled, 80% of your customers will respond that they are very satisfied with your products/company. Makes you feel great, right? Don’t be fooled by the common misperception that these customers are indeed loyal and plan to repurchase products, or endorse them to their peers & colleagues. How Can You Drive Customer-Centricity? Analyze Data - work with IT to get historical purchasing information, segment your customer-base, discover trends, analyze retention rates, assess geographic market penetration, and ultimately, build your set of CRM metrics. Observe - develop marketing analytics processes related to website activity, customer behavior, predictive modeling, forecasting, and campaign ROI. Gather Feedback - conduct an annual Customer Satisfaction Survey. Profile - help your staff understand Market Segments and Customer Profiles by working with customers to create Case Studies and generate testimonials. Understand - as markets continuously evolve, redefine your target markets by reading our report and conducting a Market Segmentation, Targeting, & Positioning initiative. Plan Interactions - some accounts are more strategic than others. For those of paramount importance, implement a Key Account Planning process. Listen - consider adding a customer-facing Blog to your corporate website. Blogs are very effective for generating feedback on products and services. Consult - work with Sales to adopt a more Consultative Sales approach.

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Are You Customer-Centric?

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  1. Are You Customer-Centric? ARE YOU CUSTOMER- CENTRIC? HOW-TO GUIDE

  2. 2 Are you Customer-Centric? How-to Guide Are you Customer-Centric? Research indicates that when polled, 80% of your customers will respond that they are very satisfied with your products/company. Makes you feel great, right? Don’t be fooled by the common misper- ception that these customers are indeed loyal and plan to repurchase products, or endorse them to their peers & colleagues. How Can You Drive Customer-Centricity? Analyze Data - work with IT to get historical purchasing information, segment your customer-base, discover trends, analyze retention rates, assess geographic market penetration, and ultimately, build your set of CRM metrics. Observe - develop marketing analytics processes related to website activity, customer behavior, predictive modeling, forecasting, and campaign ROI. Gather Feedback - conduct an annual Customer Satisfaction Survey. Profile - help your staff understand Market Segments and Customer Profiles by working with customers to create Case Studies and generate testimonials. Understand - as markets continuously evolve, redefine your target markets by reading our report and conducting a Market Segmentation, Targeting, & Positioning initiative. Plan Interactions - some accounts are more strategic than others. For those of paramount import- ance, implement a Key Account Planning process. Listen - consider adding a customer-facing Blog to your corporate website. Blogs are very effective for generating feedback on products and services. Consult - work with Sales to adopt a more Consultative Sales approach. HOW-TO GUIDE 2 Are you Customer-Centric? How-to Guide Are you Customer-Centric? Research indicates that when polled, 80% of your customers will respond that they are very satisfied with your products/company. Makes you feel great, right? Don’t be fooled by the common misper- ception that these customers are indeed loyal and plan to repurchase products, or endorse them to their peers & colleagues. How Can You Drive Customer-Centricity? Analyze Data - work with IT to get historical purchasing information, segment your customer-base, discover trends, analyze retention rates, assess geographic market penetration, and ultimately, build your set of CRM metrics. Observe - develop marketing analytics processes related to website activity, customer behavior, predictive modeling, forecasting, and campaign ROI. Gather Feedback - conduct an annual Customer Satisfaction Survey. Profile - help your staff understand Market Segments and Customer Profiles by working with customers to create Case Studies and generate testimonials. Understand - as markets continuously evolve, redefine your target markets by reading our report and conducting a Market Segmentation, Targeting, & Positioning initiative. Plan Interactions - some accounts are more strategic than others. For those of paramount import- ance, implement a Key Account Planning process. Listen - consider adding a customer-facing Blog to your corporate website. Blogs are very effective for generating feedback on products and services. Consult - work with Sales to adopt a more Consultative Sales approach. HOW-TO GUIDE

  3. 3 Are you Customer-Centric? How-to Guide 1 Work from a Checklist Download Demand Metric’s Customer-Centricity Checklist to kick-start your initiative. There are 12 proven strategies with associated reports, tools, and advice to help you improve customer loyalty, and increase profitability based on higher retention rates. V I E W R E S O U R C E Action Plan STEP 1 - Work From A Checklist Strengthen Customer Loyalty and Retention Customer-Centricity Checklist 3 Are you Customer-Centric? How-to Guide 1 Work from a Checklist Download Demand Metric’s Customer-Centricity Checklist to kick-start your initiative. There are 12 proven strategies with associated reports, tools, and advice to help you improve customer loyalty, and increase profitability based on higher retention rates. V I E W R E S O U R C E Action Plan STEP 1 - Work From A Checklist Strengthen Customer Loyalty and Retention Customer-Centricity Checklist

  4. Demand Metric is a marketing research and advisory firm serving a membership community of over 100,000 marketing professionals and consultants in 75 countries. Offering consulting playbooks, advisory services, and 500+ premium marketing tools and templates, Demand Metric resources and expertise help the marketing community plan more efficiently and effectively, answer the difficult questions about their work with authority and conviction, and complete marketing projects more quickly and with greater confidence — thus boosting the respect of the marketing team and making it easier to justify resources the team needs to succeed. To learn more about Demand Metric, please visit www.demandmetric.com About Demand Metric Follow us on Twitter Like us on Facebook Join Linkedin Group © Demand Metric Research Corporation. All Rights Reserved. Demand Metric is a marketing research and advisory firm serving a membership community of over 100,000 marketing professionals and consultants in 75 countries. Offering consulting playbooks, advisory services, and 500+ premium marketing tools and templates, Demand Metric resources and expertise help the marketing community plan more efficiently and effectively, answer the difficult questions about their work with authority and conviction, and complete marketing projects more quickly and with greater confidence — thus boosting the respect of the marketing team and making it easier to justify resources the team needs to succeed. To learn more about Demand Metric, please visit www.demandmetric.com About Demand Metric Follow us on Twitter Like us on Facebook Join Linkedin Group © Demand Metric Research Corporation. All Rights Reserved.

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