1. Introduction >> 2. Our Value Proposition

In the context of global and local competition Customer-centric or Customer-facing functions such as Marketing, Sales and Services have to face a number of challenges:

• Market saturation & increasing competition
  • How to get more clients in a very competitive market?
  • How to avoid pressure on prices?
• Increasing customer expectations
  • How to manage new customer expectations demanding tailor made offerings and one2one services?
  • How to manage customer feedback and opinions (Web 2.0)?
• Fragmented Customer Value Management
  • How to leverage bulk customer data to predict behaviours and needs?
  • How to deploy efficiently and quickly targeted Marketing actions?
  • How to ensure marketing strategy coherence across channels?
• Investors require higher ROI
  • How to optimise the spending across my Marketing plan?
  • How to measure and manage Marketing performance?
  • How to get fast cost reduction in marketing actions?

With recent technology evolution, Customer interactions have been increased by multiplying the contact channels (offline and online), and the key challenge for major organisations is to focus on Customer centricity.

The closed loop marketing approach covers all aspects of CRM (Customer Relationship Management):

• Customer insight (analytical CRM)
  • Who are our clients (market, origin, products and services, behaviour…)?
  • How profitable are they (average basket or revenue, lifetime value, revenue split by product, management and operating costs …)?
  • How to define profiles and segments (needs, behaviours, value …)?
  • How to leverage the customer insight into concrete marketing actions and campaigns?
  • How profitable are the marketing campaigns?
• Customer operations (operational CRM)
  • How to manage and serve our Prospects and Clients (direct and indirect Sales, online and offline channels, channel per segment, level of service …)?
  • What are the most relevant contact channels (preference, costs, level of service)?
  • How to ensure the coherence of an overall Marketing strategy with multi-channel actions (Marketing campaigns, Sales, Services …)
  • What is the performance of the CRM function?

In that context, Customer Value Management (CVM) aims to improve the overall Customer base profitability by understanding the value of individuals and implementing specific Marketing strategies to acquire, develop and retain clients.

>> Find out about our Customer Value Management (CVM) value proposition