Customer Service Lifecycle

 In Customer Service

The Customer Lifecycle: 5 Stages

Understanding the customer lifecycle will help you maximise your company’s revenue for every potential and current customer.

Every business’s goal is to convert people into customers. Businesses should not only focus on conversion rates, but other metrics as well. Because customers your business converts might end up being low quality customers who only purchase your product or services once.

It is important to look at the whole picture and the customer’s lifecycle. There are five stages that each customer experiences during the conversion process. Your business will be more profitable if you know how to optimise each stage.

Below are the five stages in the customer lifecycle.

Reach

This is where you make your first contact with your potential customers. You could get this contact from a Facebook advertisement, a coupon sent in the mail, or a friend referring you.

This stage is possible only if your business is marketing where the right people will view your content and become familiar with your company. You need to know the metrics so that you can determine which marketing campaigns have been successful.

However, this stage is not the easiest for most people. This stage is where you try to grab the attention of your potential customer and establish a relationship.

customer service lifecycleAcquisition

Once you have attracted the attention of potential customers, they will move on to the acquisition stage. This stage has a clear goal. You are trying to convert people into customers or subscribers by sending them to your website.

Understanding that people visit your website to fulfil a particular need or desire is important. You need to explain how your business can meet their needs. A process should be in place to help them find the best solution.

Conversion

This is where your lead becomes a paying customer. Your best strategy to convert leads to paying customers is to provide value and build relationships, rather than selling products. Customers should feel valued and welcomed by you. This will make the sale happen naturally.

Retention

Once you have won a customer, your goal is to retain them as a regular customer. This involves finding ways to cross-sell and upsell that customer.

You must continue to build and maintain a relationship with your customer during this stage. You must keep in touch with them and continue to add value so that they think of you whenever they need your product.

Businesses should make customer retention a priority. Studies have shown that even reducing customer turnover by just 5 percent can boost profits by between 25 and 125 percent. Businesses are more profitable selling to customers that they already have than to market to new customers.

Loyalty

Your ultimate goal in the customer lifecycle should be to make your client a friend and encourage them to buy from you again. While not all customers will reach this level, you can still acquire more with each cycle. You can review your lifecycle to determine where you’re falling short.

To ensure that your business continues to be successful, it is important to understand the above stages of the customer lifecycle. Not everyone who purchases will become a customer for life. It can be difficult to predict who will become a repeat customer or who will purchase once and never order again from your company. How can companies determine the value of each customer relationship? Look at the metrics.

Customer Service Lifecycle Last Thoughts

Each customer moves through each of the five stages in the customer’s lifecycle. Although it may seem like this is just a random process, you can control your customers’ lifecycle by analysing your performance and launching lifecycle marketing campaigns. You also have the tools to manage each stage. To build a loyal customer base, and to grow your business exponentially, you can use customer lifecycle management.

To ensure the continued success and growth of your business, it is important to understand the customer lifecycle. It is important to view the entire lifecycle as a whole, and not in separate sections. If a business is too focused on just one stage of the lifecycle, such as reach, acquisition, and conversion, it will fail in the long-term. Customers will leave and become dissatisfied, leading to customer churn. Each stage can be measured using metrics.

For more advice on the 5 stages within your business contact our team for a tailored training or coaching package.

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