CLM means that you intelligently act on customer feedback and allocate resources based on insight into how loyal they are to your company. Typically a CLM system includes the following components:
- Customer loyalty metrics - There is some manner in which each customer's loyalty is measured so that they have individual measurements of each customer as well aggregate measurements
- Ongoing feedback - Companies with CLM proactively gather feedback from their customers. Companies look beyond just buying patterns to dig deeper and to understand how customers really think and feel about them.
- Systems to segment and manage - Using their customer loyalty metrics, companies utilize CLM to categorize customers based on their levels of loyalty and have different strategies for each
- Action - Companies that utilize CLM intelligently act on customer feedback everyday. They put the data to work to improve customer loyalty.
ReportLike（0）ShareFavorite
