Join us to see how customer lifetime value allows businesses to look beyond short-term KPIs, affording long-term planning and strategic change based on true return on investment.
Customer loyalty is closely related to customer-centricity, with loyalty programmes proven to increase customer lifetime value by 30%. Join us as we consider how businesses cultivate loyalty.
We look at how customer-centricity within acquisition strategies can open new revenue streams, with businesses generating upwards of 6:1 return on investment by properly identifying customers.
In this on-demand video, we consider how a business needs to evolve to foster incremental growth: rethinking measurement to capture overall impact, adjusting internal and external mindsets, and more.
Join Epsilon's Ben Foulkes as he introduces the concept of customer-centric marketing, revealing the organisation-wide mindsets needed to successfully transform to a customer-centric model.
Split into four core sections - data, revenue, business impact, and incrementality - Ben discusses the key questions that need to be addressed by businesses seeking to transform to a customer-centric model.
Considering truly customer-centric businesses that exist today, one thing they all have in common is their customer-first mindset, from the top down. This is evident throughout the businesses - everything, including their technology and marketing.
With everything in place and all business functions aligned, these customer-centric organisations utilise an internal backbone - a single customer view - to ensure all activity is led by their audience of prospects and customers. This allows the entire business to support marketing reporting, enabling the marketing function to dial-up or down initiatives based on their exact contribution to profit and loss.
These case study businesses are the goal. Organisations seeking to transform to a customer-centric model need to undergo a process of internal and external transformation to get there.
Here, an organisation pivoting to pivoting towards customer-centricity will need to overcome a series of challenges. For example:
Watch this 15-minute video talk for an introduction for business seeking to transform to a customer-centric model.