To deliver truly great experiences, you need to consider your customers over time, and not just while they’re interacting with your brand, but before and after too. With all that data in hand, you can predict customer behavior based on history – including how far they are through their lifecycle, when they’re likely to churn, and how much revenue they could still generate – and make meaningful changes to it. Clever, right?
While you could track your customers’ lifecycles by hand, it would involve a ridiculous amount of manual data gathering, graph-making and some guesswork. A customer lifecycle management platform does all of that work for you – and then some. Voyado gathers all of the data necessary from the integrated platforms that your customers use and compiles it into an actionable format so you can see exactly how customers interact with your brand over time.
The customer lifecycle begins with recruitment – getting the customer in the metaphorical door. Then there’s the welcome phase, which may involve sending your customers personalized messages thanking them and introducing them for choosing your brand. Next comes activation, where you convince them to make a purchase, and then another purchase again since there’s a correlation between first re-purchase and long-term profitability.
After these steps, it’s the main event: the retain and develop cycle. These are the customers who have purchased from you in the past and intend to come back to you over a longer period of time. This part of the process is important, but too often brands only focus on this part at the expense of the beginning and end of the customer lifecycle.
Once customers just aren’t buying like they used to or they’re starting to look at the exit, it’s time for win-back, the phase where you can attempt to bring them back in. Perhaps they’re frustrated with something about your brand that you could change, or maybe they’ve just forgotten about you – it’s nothing personal.
Eventually, some of your customers will leave. Once they’ve been inactive for more than about 24 months, they’ve reached the exit phase of the lifecycle. You can’t win them all, but you never know, they might come back.
Voyado provides you with all of the features you need to understand and adapt to the customer lifecycle, including customer data (CXP), channels such as email, SMS, Facebook Custom Audiences, Google Customer Match and marketing automation.
The platform is designed to enable impactful, personalized and relevant communication, and it rests on data like Churn Score, Customer Lifetime Value, purchase history, activity levels, and even “act before dates” to help you to keep customers coming back.
Customer lifecycle management in Voyado makes it simple to understand where your customers are on their journey which makes it easy for you to motivate them to move to the next step of the journey – instead of churning.
– Viewing the customer at a moment in time is only part of a bigger picture. Understanding your customers over time requires a customer lifecycle management platform, which uses data to identify trends and opportunities to prevent customers from churning.
– Voyado is both simple and powerful, making it easy to achieve your organization’s goals. With Voyado, every member of your team can participate in the customer lifecycle management.
We love all things customer and product data, and would love to chat about your brand’s individual challenges, and how our solutions can help.
The Voyado customer experience cloud includes all the features you need to create personalized one-to-one communication with your end-customers.
