Total Customer Management (TCM)
Total Customer Management (TCM) is how your company can actually
increase revenue using all the customer data housed in every
facet of the organization. It is an interdepartmental
approach to speaking to and working with your customers so that
they genuinely feel like you know who they are at every touch
point and you have the aggregated information to develop a far
more profitable relationship with them.
How does it work?
Think of your company like it's hosting a party. Marketing sends
out that irresistible invitation. Pulling in customer
information from its own databases, sales and customer service,
marketing far better allocates its spend according to the value
and attrition vulnerability of its customers. Consequently, its
targeted messaging gets all kinds of people to the door, ready
to shop. But that's just the beginning. How can you ensure your
guests feel welcome and actually buy? With TCM, your
organization knows what it means to be a good party host and
takes customers by the hand, introducing them to both the new
product they came to see as well as all the other fabulous
related products that statistical analyses has indicated that they would
like to meet. In short, sales and customer experience management
take the lead from marketing and work hand in hand to make sure
the customer gets what he wants and more. If, heaven forbid,
something displeases a customer, customer support is also right
there to step in and not only fix the problem, but also offer
the customer a reason to stay at the party, accessing customer
profile, purchasing, and return information from across the
enterprise and calculating an appropriate concession. Then,
customer service gets word back to corporate that there may be
an issue with the party. As a good host, corporate wants
everyone to feel welcome and shrewdly calculates the right
amount of resources - if any - to address issues according to the value and vulnerability of each guest.
Incentives and concessions may be given out to motivate and
assuage customers to purchase. By the end of the party when customers
are checking out with their goods and services, marketing is
a perfect position to come back and offer a parting gift, the
right promotion to ensure that there'll be plenty of money for
the next party and that customers will definitely attend.
DB Marketing Technologies Total Customer Management (TCM)
approach delivers to businesses everything needed to maximize
the value of customer interactions -- bulletproof data
management and analytics that score value and vulnerability so
each channel can gauge precisely what must be done to turn an
at-risk customer into a loyal one.
An enterprise solution.
lick here to download our Customer Profile Management