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Customer Life Time Value Discuss Customer Life Time Value in the context of customer segments or buyer personas

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Customer Life Time Value

Discuss Customer Life Time Value in the context of customer segments or buyer personas. Why is it important to analyze your customers on this level? What benefit does this metric bring to a company or brand and how do they use it? How would a brand treat different segments or personas based on their CLTV? 

 

Customer Loyalty Program

Discuss the experience of a customer loyalty program from two viewpoints- 1- the consumer 2- the brand/company. What aspects of a loyalty program entice a consumer to engage with the program? What benefits does a loyalty program bring to a company? Why is the brand's investment in a loyalty program worth the cost? How can a brand build a "moment" into a loyalty program? Is there a relationship between loyalty programs and customer satisfaction? How is a Loyalty Program used in conjunction with a CRM? How do you determine if your Loyalty Program is successful- what are some of the metrics? PLEASE INCLUDE EXAMPLES and WHY IS THIS IMPORTANT FOR RELATIONSHIP MARKETING? 

 

Customer Journey Map

Customer journey maps illustrate the steps customers navigate to engage with your company. The CJM  provides relevant information about the ways consumers interact with a brand and utilize touchpoints over time. Why do brands use CJM? A great amount of data is generated from customer interactions with a brand and stored in a CRM environment. What information can a brand use by assessing this data? Which metrics are important? Can a loyalty program be used in conjunction with a CJM? Why would a brand have more than one CJM? What is the relationship between a CJM and a CRM? How would you use a CJM in conjunction with a CRM?