Professional Documents
Culture Documents
Chapter 3
Chapter 3
Chapter 3
Managing the customer life-cycle:
customer acquisition
Three stages of the customer life cycle
v Customer acquisition
v Customer retention
v Customer development
Key customer acquisition questions
v New-to-category customers
● are customers who have either identified a new need or
have found a new category of solution for an existing need.
v New-to-company
● are customers are won from competitors.
Portfolio purchasing
v Open non-customers
● Available non-customers prefer the alternative to their
current offer though they have not yet switched, and are
ready to switch.
● Ambivalent non-customers are as attracted to the alternative
as they are to their current brand
v Unavailable non-customers
● Weakly unavailable non-customers prefer their current
brands
● Strongly unavailable non-customers have a strong
preference for their current brands
Sources of B2B prospects
Figure 3.1
Engaging content on social media
v Blogs
v White papers
v Videos
v Presentations
v Podcasts
v Reports
v Case studies
v Testimonials
v Competitions and games
v Tools
v Surveys
Networking definition
v Exhibitions
v Seminars
v Workshops
v Trade shows
v Conferences
v Advertising
v Publicity
v Email campaigning
Publicity definition
v advertising
v sales promotion
v buzz or word-of-mouth
v social media
v merchandising
Advertising definition
v Slice-of-life
● product being used in a recognisable context
v Aspirational
● associates the product with a desirable outcome or life-style
v Testimonial
● the product is endorsed by an opinion-influencer
v Comparative
● the ad compares one or more alternatives with the
advertised product
Pre-testing ads
v Sampling
v Free trials
v Discounts
v Coupons
v Rebates or cash-back
v Bonus packs
v Banded packs
v Free premiums
v Cross promotions
v Lotteries
v Competitions
Buzz or word-of-mouth definition
Figure 3.3
Other tools for customer acquisition
v Referrals
v Events
v Shows
v Publicity
v Telemarketing or cold canvassing
v SMS campaigning
v Email campaigning
v Product placement and integration
v Pitching
Referral schemes
v lead management
● The lead management process includes a number of sub-
processes, including lead generation, lead qualification, lead
allocation and lead tracking
v campaign management
● Campaign managers design, execute and measure
marketing campaigns with the support of CRM technologies.
Sometimes these are multi-media campaigns across direct
mail, email, fax, outbound telephony, and SMS platforms
v event-based marketing
● EBM provides companies with opportunities to approach
prospects at times which have a higher probability of leading
to a sale, e.g. important life-stage events
CRM analytics supports customer acquisition