Question

Topic: Customer Behavior

How Measure Clm In A Company?

Posted by lavinia.popescu on 6/13/2014 at 5:09 AM ET 25 Points
CLM represents Customer Lifecycle Management.How can evaluate, measure and implement CLM in current activity of company? I know that is a big difference between CRM (Customer Relationship Management)and CLM. For first (CRM) it is a special software which can use. But, for second? Which are the metrics which can use for each stage of customer lifecycle? In your opinion, which are the stages of customer lifecycle?
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RESPONSES

  • Posted by Jay Hamilton-Roth on 6/13/2014 at 8:40 AM Accepted
    Read: https://www.salesboom.com/whitepapers/what_is_clm_whitepaper.pdf
  • Posted by lavinia.popescu on 6/13/2014 at 8:50 AM Author
    I need practical information, not theoretical materials. I wish information of people which know how I can make this in practice. How can implement theory in real world in a business? I have very much theoretical information and I need something of the real business world.
  • Posted by mgoodman on 6/13/2014 at 4:07 PM Accepted
    It depends on what kind of business you are in, what channels you sell through, the typical repurchase cycle, and a number of other factors. There is no one-size-fits-all answer to your question. Think about what it takes to engender customer loyalty in your business. Those should give you a head-start on the CLM factors that you need to measure and track.
  • Posted by Gary Bloomer on 6/14/2014 at 12:29 AM Accepted
    Managing customer lifecycle depends on who the customer is, where they are in their interaction with the company or brand, and where the brand or company would like their mutual relationship to go and how much customers resist or comply.

    This is a much bigger topic of discussion than a 25 point offering merits. I see a lot of "I need" and
    "I want" in the response above. How much effort have you invested to help yourself?
  • Posted by lavinia.popescu on 6/16/2014 at 1:59 AM Author
    I know that a lot of factors must be considering. The customer is represented by the corporate client and the activity of company is in IT domain.
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