Monday, 20 December 2010

How Customer Insight Can Improve Customer Relationships

It has been established in previous blogs just how instrumental customer insight is to today’s marketers in the creation of marketing campaigns. However, it should be noted that it is only through effective and thorough database management that it is possible to take advantage of the greater customer insight and make this knowledge work for greater profits.

Customer insight is only one side of the coin, after all having and using the knowledge of customer behaviour are entirely different processes. Essentially it is the ability to make sense of the data that results from customer insight projects that leads to more effective business relationships.

One way in which this is possible is by compiling data that around customers’ order lag. The frequency of orders is a vital piece of information in understanding the patterns in which customers place orders. By studying these patterns it is possible to identify which customers are lagging in their orders and which are simply maintaining their regular ordering behaviour, subsequently indentifying the customers that could need contacting to encourage future purchasing.

It is through developing a Critical Lag formula, based upon customer ordering behaviour that it is possible to interact and communicate with customers at the right time. When this is combined with effective customer segmentation prospects can be readily identified and targeted to make the most of existing business relationships. The results of effective communication based upon a solid understanding of a customer base are less customer churn, and greater revenue generated from each customer.

Fundamentally customer insight is a highly valuable business tool. It is however only through efficient and effective database management that it is possible to make sense of the data extrapolated through customer insight activities and use this information to formulate customer relationship and retention strategies.

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