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Customer Lifecycle Mapping - Getting to Grips with Customers

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A Marketer's Guide To The Age Of The Customer

Now, he has a year under his belt at SuccessFactors and much to say about Hortonworks is joining with Red Hat and IBM to work together on a hybrid big data architecture format that will run using Hadoop data tooling is expanding.

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Of course, the precise level of engagement depends on the community that you serve. This handy infographic from ZDNet can help you decide what engagement should look like for your brand. These folks have become part of the brand. They spend all day, every day contributing to user forums and attending trade shows to talk about how amazing their experiences are.

These make up the tiniest portion of customers but their actions can have huge impact on others. However, you have a lot of control over how many customers decide to terminate or churn their relationship. Mapping the customer experience simply involves examining each of these stages and asking how you can either transition a customer to the next phase in a better method or how you can prevent them from exiting.

Customer lifecycle maps are usually shown in circular form with the possibility of transitioning between any stage and any other highlighted. Some people go from awareness to raving fan immediately — some never will.

The customer lifecycle map is a tool that allows you to take action. This is what Zappos did to ensure that interactions with their customers would be wowed by their actions. Customer lifecycle maps help a business keep track of the overall customer experience. They do not replace customer journey maps but rather complement them for a more high-level overview of an experience. Sales and marketing often find lifecycle maps very useful, for user experience design they provide a starting point for ideation and understanding of the customers the business has.

Annette Franz Gleineicki explores the differences between customer journey mapping and lifecycle mapping here - http: Her original definitions of the important roles of the customer experience lifecycle can be found here at CX Journey - http: Glen Burnett explores the advantages of using customer lifecycle maps here - http: It can be used to improve an existing service or to create a new service from scratch.

In order to adapt to service design, a UX designer will need to understand the basic principles of service design thinking and be able to focus on Engagement is a funny thing, in that it is not measured in likes, clicks, or even purchases. It focuses on harmony and how your business, product or brand become Because these disciplines have been evolving rapidly over the last decades and terminology has become fluid rather than static.

What is User Experience UX? By using this Site or clicking on "OK", you consent to the use of cookies. Editor's Choice Trending topics Featured Explore our featured insights. McKinsey Global Institute Our mission is to help leaders in multiple sectors develop a deeper understanding of the global economy. McKinsey Quarterly Our flagship business publication has been defining and informing the senior-management agenda since Featured McKinsey Academy Our learning programs help organizations accelerate growth by unlocking their people's potential.

Search Toggle search field. Toggle search field Toggle search field. Back to How We Help Clients Insights and tools to help companies increase the satisfaction—and value—of their customers. In practice, our work focuses on four primary activities: Andrew Pickersgill Senior Partner, Toronto. Consumer Marketing Analytics Center CMAC Helps consumer-facing marketing organizations use advanced analytics to translate insights from big data into actions, through Social McKinsey Helps clients find real business value from social media.

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Forrester's customer life cycle provides a better model for modern marketing, as it places the customer at the center of the effort and forces marketing to plan messages and actions that it bases on the customer's view of the brand, not the other way around.

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Presenting customer life cycle diagram powerpoint presentation slide. This is a customer life cycle diagram powerpoint presentation slide. This is a five stage process. The stages in this process are reach, acquire, develop, retain, inspire.

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The customer life cycle is often depicted by an ellipse, representing the fact that customer retention truly is a cycle and the goal of effective CRM is to get the customer to . Customer Lifecycle PPT Diagrams & Chart - download at We have the best collection of professional templates, charts and diagrams, music and videos. ID

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Lucky for you, there are 5 stages of the customer life cycle that will help you understand and improve your customer service. Stages of customer life cycle management: Reach– Your content must be properly marketed in places where people/businesses in your market will find your information. This way they will become aware of your company’s existence. Not every customer will reach this stage, but you should acquire a few more with every product cycle. If not, look back at the earlier steps to see where you're failing in the process. Better understanding the customer lifecycle, from making contact to making the sale and retaining dedicated loyal customers who keep coming back for more, is the key for continued success.