The first and foremost step in maximizing value from customers is to have a holistic understanding of your customers. However, this is easier said than done. Understanding a customer is the tricky part; the execution of interventions designed to maximize value is much less difficult.
How do you know a customer is in need of a specific product / service that you offer? How do you know a customer’s propensity to buy a product? How do you know a customer’s relationship with your brand is tapering? How do you know a customer needs resolution for something that s/he has not explicitly spoken about? How do you know a customer’s channel preferences? How do you know a customer’s intention to refer his friends and family to you? How do you elicit feedback? The list just goes on.
There are a plethora of technologies that claim to provide solutions for the above. However, technology is just one component of the overarching solution. These technologies will need to be implemented properly and integrated with relevant data sources to get them to work in tandem.
Apart from technological capabilities, brands require immense analytical capabilities to derive insights from large volumes of data that get generated across customer touchpoints. Finally, brands need to have effective communication capabilities to reach out to customers with personalized communication at the right time on his / her preferred channel.
Xerago’s consulting solutions are not only equipped with these cross-functional capabilities they can also help you maximize customer value – the holy grail of marketing as it stands today!
Xerago’s consulting solutions can broadly be classified as below: