Increase Revenue and Customer Loyalty

download Increase Revenue and Customer Loyalty

of 20

Embed Size (px)


The basic knowledge about customer loyalty

Transcript of Increase Revenue and Customer Loyalty


INCREASE REVENUE AND CUSTOMER LOYALTYPeninsula Hotel, 23th April 2015Presented by : Obed FLINCREASE REVENUE AND CUSTOMER L O Y A L T YT o p I c s:The BEST Strategy in Increasing B to B Sales Revenue The Roadmap in Developing Customer Loyalty The Challenges during the JOURNEY

How to make our customer more loyal with our PRODUCTS ?

Thecurrent trends What are the current trends in the industry? Is your company part of these trends? How long do you think the trends will last?Future trends Do you have any insight into the future trends? How long do you think those will last?1. UNDERSTAND YOUR INDUSTRY

Product development What do you know about your industrys product development and research trends and capabilities? How does your company fit in to these? How about your competition?Industry growth How is your industry growing? Is it growing or is it stagnating? What is the future growth?

2. Position Yourself as the AnswerGive potential clients you come into contact with a good reason to try your services, which is your first step to making them loyal customersProvide value and establish yourself as having an in-depth understanding of the problems they are looking to solve3. Build PartnershipsTeaming up with businesses that offer complementary services offers you the opportunity to take advantage of synergy, which can be very effective in building a business.

Tesla, Panasonic sign deal for battery Gigafactory Chris Woodyard, USA TODAY4:44 a.m. EDT July 31, 2014Source :

Apple and IBM Forge Global Partnership to Transform Enterprise MobilityCUPERTINO, California and ARMONK, New YorkJuly 15, 2014Apple and IBM (NYSE: IBM) today announced an exclusive partnership . . .

Source : Follow UpAfter your efforts to bring in business, always remember to close the loop, Josh Sprague, CEO of Orange Mud.Remember to set follow up tasks (follow up to sample sent, etc.), and execute your plan. So many leads and great conversations are wasted because you forget to follow up.Leveragingthedata thatreally mattersThey know whatyou really buy:Theyknow whatyou look for:They know whatyoulike:Loyalty Programscollect the most valuable data on your customers45.

The Roadmap in Developing Customer Loyalty

ThePower of LoyaltyProgramsOnline / Mobile / Socialhigher sales by optimizedcategoriesPersonalMarketingSurveyTransactionhigher prices for less pricesensitive segmentsBehavioralServiceExternal Sourceshigher transaction rates bypersonalized offersWho bought product A and B at the same time?Who shops frequently, who doesnt? What do my price sensitive clients buy? Who values quality over price?Who responds well to campaigns?category sales increase byoptimized placementrecognition of valuablecustomers; cross- & up- selling; churn reduction6Customer ServiceStore LayoutCUSTOMER INSIGHTPromotionsPricingProduct / Category Mgmt.BUSINESS OPTIMIZATION EXAMPLES360 CUSTOMER DATAToday businesses across sectors understand the value of data to optimize their business.

The ResultsBeat Growth andSalestargets14%by24Business Impact Dealers got locked into long termbusiness objectives of the company E-payments increased from 20%usage to >95% Increased Exclusive to Multi-brand coverage from 30% to 36% Increased retailer penetration byextending program to retailersIncreased Engagement and Retained SalesUnleashingthePowerofLoyaltyOnlineOff iSocialProfiling & SegmentationMobileDrive programengagement by deploying preferred channel based communicationTrack & manage campaigns , report ROIEarnBurnScoring Across Custom Offers Surprise Benefits Rewards Shop Partners / External PersonalisedTargetingGenerating customerinsightCreate segments by combining profile and past transaction historyDevelop personalized offersFlexibility to create andrun promotions instantly Give surprise benefits to members who havecrossed milestonesCollect all customer data in to a central database21ti-ChannelMarketingMulThe 3-Step ApproachThe Challenges during the JOURNEY


Alignment and FitCustom fit . . .

Alignment and Fit in a buy/sell relationship includes factors such as shared mission and vision, culture, collaborative practices, leadership and expectations. The higher the degree of alignment and fit, the greater the degree of loyalty.

Why our Customer move to Competitor ?

WHAT is the REASON ?