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With the Customer Performance Manager you can measure, manage
and improve customer profitability, customer behaviour and
customer satisfaction. The Customer Performance Manager consists of two modules:
the Analyzer and the Planner.
1. Customer Performance Analyser
The Customer Pyramid enables you to construct a
pyramid for your company - or multiple pyramids for
each business unit. Customer Pyramids will segment customers overall,
per business unit and by individual account manager.
The Migration Matrix will show the mobility - and
loyalty - of your customers.
Customer Views show what each customer has
bought, identifies cross-selling opportunities and gives
access to the customer scorecard. The Customer Views also identify
high-potential target groups, e.g. buyers of “Luxe” insurance
but not (yet) Life Insurance.
The Customer Based Accounting module will calculate your customer profitability on
a corporate level. CBA’s detailed analysis at the segment level identifies over-spend
and cost-cutting opportunities. CBA will also produce profit /loss statements at the level
of individual customers. In addition, you can perform "What if?" scenarios to see what an
upwards - or downwards - customer migration could mean in terms of profitability.
The Customer Interview allows you to measure customer
satisfaction and loyalty indicators while determining your
"customer share". You will also find out their potential and plans
for the future. Conducting customer interviews is often the most profitable
marketing and sales activity you will perform all year.
2. The Customer Performance Planner
Customer Goal Setting allows you to make
top-down and bottom-up goals for each and every customer
and prospect - before the beginning of the new financial year.
In other words, you can conduct customer-based business
planning - business plans based on what you plan to sell to
each customer.
Customer Contact Planning helps to allocate your
salesbudget more effectively. Setting goals for each customer
is one thing - but how to make it happen? Who gets visited
by a sales person - and how often? Just as important, who
should NOT be visited because the customer does not justify
this investment of your resources? With this module, you
end up making a contact plan for every customer, involving
sales, marketing and service contacts.
New: Integration with Microsoft CRM
After building your customer pyramid, analysing customers and planning your sales & marketing strategy, you would like to have
the results of this analysis close at hand when managing day-to-day commercial operations.
For this purpose, the Customer Performance Manager is now als available as add-on to Microsoft CRM. This way, you can tie strategy and operations
closely together. Please see the brochure on our downloads page.
Integration with other CRM applications will follow.
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