Post on 18-Jan-2015
description
Rick Jensen | Constant Contact 4/26/2012
Copyright Constant Contact 2012 1
Copyright © 2012 Constant Contact Inc.
Copyright © 2012 Constant Contact Inc. 2
1. brand awareness2. test-drive3. churn4. customer satisfaction 5. take rate6. profit7. net present value8. internal rate of return9. payback
10. customer lifetime value 11. cost per click12. transaction conversion rate
13. return on ad dollars spent
14. bounce rate15. word of mouth / social media reach
Rick Jensen | Constant Contact 4/26/2012
Copyright Constant Contact 2012 2
Copyright © 2012 Constant Contact Inc. 3
3. cancellation rate4. CSI ‒ customer satisfaction index
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cancellation rateSMALL NUMBERS GET BIG...FAST
$840,000
2.2% 2.3%attrition
Rick Jensen | Constant Contact 4/26/2012
Copyright Constant Contact 2012 3
Copyright © 2012 Constant Contact Inc. 5
csiCUSTOMER SATISFACTION INDEX
customer perspective
company perspective
Copyright © 2012 Constant Contact Inc. 6
csiCUSTOMER SATISFACTION INDEX
customer perspective
company perspective
Rick Jensen | Constant Contact 4/26/2012
Copyright Constant Contact 2012 4
pain pointsWHAT OUR WORLD LOOKED LIKE
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ease the painTHE SOLUTION FOR US
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Rick Jensen | Constant Contact 4/26/2012
Copyright Constant Contact 2012 5
processWHAT WE LEARNED
time to getit right
hire a3rd party
dedicate theright resources
have a plan build apredictive model
iterate, iterateCopyright © 2012 Constant Contact Inc.
key success factorsHAVE TO HAVES
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hypothesis-drivenprocess
world class operationalsystems + people
deep analytics+ reporting
Rick Jensen | Constant Contact 4/26/2012
Copyright Constant Contact 2012 6
lifestylechange vs. finite
project
final thoughtHOW WE SEE IT AT CONSTANT CONTACT
Copyright © 2012 Constant Contact Inc.