Презентация на тему Client lifecycle management: specific features (a case study of Western union company)

schemes that could help company increase quality of the

client lifecycle management.

Main tasks:

To consider theoretical aspects of customer lifecycle
To conduct an analysis of the customer portfolio and distinguish their main traits that might help to build up an effective client lifecycle management
To propose tools that will help to build up customer loyalty
To conduct an interview with the company's representative
To provide general client lifecycle management scheme

The subject of the provided work is customer lifecycle management.
The object of the work is money transfer company Western Union.

to be solved
Customers are more attracted to places where

they feel somehow ‘special’
Customer Satisfaction
Meeting expectations Satisfaction
Listening to customers
Fair and honest treatment
Involvement with the company
(Roberts-Phelps, 2001)

Geography
Psychographic
Shopping

behavior
Loyalty programs
Bonus programs
Multilevel loyalty programs
Paid loyalty program
Loyalty programs with intangible benefits
Affiliate loyalty programs
(J. Novo, 2001)

Profitable customers;
Break-even point customers;
Unprofitable customers

and Security
Accessibility and flexibility
Brand recognition
 

Channels:

Web-sites
Apps
Agents’ Network
Customer relationship:

Self-service
Customer Support (FAQ)
Social

Networks

(Sedikh, 2016)

income
actively use bank cards
active Internet users
send money irregularly
prefer to

use online money transfer services

Migrants

low financial literacy
low income
restrictions in the use of financial products (bank cards / Internet banks)
low digitalization (insecure Internet users)
in Russia are solely for the purpose of making money, to send money home
regularly send money (as a rule, most of the earnings)
they prefer to send money in the salons of cellular communication

send once a month
Migrants


Transfer Frequency: 14,75% send once a

month

factor that influenced my long-term relationship with company
b) This

factor has significant influence on my relationships with company
c) This factor does not have significant influence on my relationship with company, but I perceive it as beneficial
d) This factor has absolutely no influence on my relationship with company

regardless of how they were committed - in the

store, on the site or on a mobile device;
b) Flexibility of rewards or the ability to choose from several types of remuneration;
с) Personal discounts or promotions based on history of customer's purchases;
d) Personal recommendations for choosing products or services;
e) The possibility of obtaining bonuses for certain actions;
f) Points/ rewards for attracting new customers;
g) Structured programs with exclusive rewards, available only to consumers of a certain level / status in the program;
h) Points / rewards for posting about product on social networks;
i) Own mobile app store with loyalty program

tools used on Activation and Retention stages