Customer behaviors are not random. Whether you have 1,000 or 500,000 customers, their actions - brand new ones as well as long standing ones - tell a very compelling and predictable story. Our industry has focused too long on improper metrics, such as "cost per acquisition" of a new customer. Shouldn't the concern be the ROI in money spent to acquire a customer? In addition, when you give credits to customers, simply because that SEEMS to mollify whatever was bothering them when they called, is that money well spent?
Companies have always had a hard time answering these questions and understanding how to optimize money spent on customer acquisition and retention.
This seminar will: Recap and show you enhancements to customer scoring models and focus on customer acquistions (how to determine future customer value to help determine correct dollar spend now); customer retention (a customer saved is a customer earned),and dollars spent (what is your best ROI).