Understand Your Customers

Customer-centric retailing is here to stay. Once the practice of only large well funded retailers, customer-centric retailing is now best practice for retailers of all sizes and segments. Understanding who your customers are, how to divide them into actionable segments, and how to measure promotions and campaigns directed at those segments is the core of customer-centric retailing. The PivotLink Customer Performance Management application is designed to address questions such as:

• Who are my best customers? What do they usually purchase? How often?

• How can I improve my 1st to 2nd purchase conversion rate?

• Are there characteristics of a first purchase that indicates how loyal a customer will be?

• What are my different customer segments buying?

• What can I offer to lapsed customers to entice them to re-engage?

• How do my customer segments behave across all of my channels?

• What can external data sources tell me about my customer segments?

Business User Focus

PivotLink Customer Performance Management is designed for retailers who want the ability to generate custom, discrete segments of their customer base that share similar characteristics. This enables the retailer to outperform the competition by identifying loyal, profitable customers or underserved groups to better determine how to market to them. PivotLink Customer Performance Management includes straight-forward guided action planning designed for the business user. Chose a business objective, select the customer segment to target, and gain immediate answers about the profit potential and projected success of promotions. Using an industry standard Recency, Frequency and Monetary Value (RFM) model to automate customer segment creation, the user is presented with an initial segmentation of 5 profile groups. PivotLink Customer Performance Management then takes this segmentation a step further by automatically generating customer segments which profile only 1st, 2nd, and multiple purchase customers alone, making it straight-forward to focus marketing initiatives on customer acquisition or customer retention.

Key Benefits

• Understand which customer segments draw the most valuable first time customers

• Maximize marketing response and effectiveness by creating customized messages and promotional offers to increase customer loyalty in customer segments with high profit or growth potential

• Promote products and categories with the greatest appeal to a given customer segment

• Determine the profit potential of each segment by analyzing the revenue and cost impacts of marketing efforts

To learn more about PivotLink Customer Performance Management, click here for a video demonstration.