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Macquarie University Graduate School of Management MGSM823 Customer Relationship Management Session 3 Slides - Customer Portfolio Mind Map. Created by Jason Nguyen MBA
Jason Nguyen
Mind Map by Jason Nguyen, updated more than 1 year ago
Jason Nguyen
Created by Jason Nguyen over 5 years ago
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Data
  1. Lifetime Value
    1. Discount Rate
      1. Cost to Serve
        1. Gross Margins
          1. Future Purchases
            1. Aquistion Cost
              1. COHORT VALUE
                1. RETENTION RATE IN EARLY PERIODd
                  1. INCREASE PROFIT PER CUSTOMER
                    1. Reducing cost to serve
                      1. Additional products and service
                      2. IMPROVE CUSTOMER AQUISITION
                        1. Recruitment channels
                          1. Qualtification of prospects
                      3. ACTIVITY BASED COSTING
                        1. Working Capital
                          1. Aquistion
                            1. Customer Service
                              1. Maintanace Costs
                                1. VOLUME
                                  1. CUSTOMER RELATED
                                    1. Customer Activity
                                    2. Develop
                                      1. Retention
                                      2. SEGMENTATION
                                        1. Identify 80/20
                                          1. HIgh Volume
                                            1. Future LTV
                                              1. Leaders
                                                1. Inspirations
                                                  1. Door Openers
                                                    1. Tech Parners
                                                      1. OPTIMISE PROFITABILITY
                                                        1. Customer Revenue
                                                          1. Increase Price
                                                            1. Increase usage
                                                            2. Cost by Customer
                                                              1. Reduce Cost
                                                          2. Cluster of One
                                                            1. New Clusters
                                                              1. INTUITIVE
                                                                1. GENERAL VARIABLES
                                                                  1. Age
                                                                    1. Gender
                                                                      1. Lifestyle/Stage
                                                                        1. Indusrty
                                                                          1. Size
                                                                        2. DATA BASED
                                                                          1. Customer Data
                                                                            1. Identify Clusters by needs and Behaviours
                                                                              1. Profile Customers within segments
                                                                                1. Targeting decisions
                                                                                2. CORE DATA BASE
                                                                                  1. DATA MINING
                                                                                  2. CRITERIA FOR CONSUMER SEGMENTATION
                                                                                    1. USER ATTRIBUTES
                                                                                      1. DEMOGRAPHIC
                                                                                        1. Age
                                                                                          1. Gender
                                                                                            1. Household Size
                                                                                              1. Marital Status
                                                                                              2. GEOGRAPHIC
                                                                                                1. Country
                                                                                                  1. Region
                                                                                                    1. Post-Code
                                                                                                      1. Census collection district
                                                                                                      2. PHYSCOGRAPHIC ATTRIBUTES
                                                                                                        1. Volume consumed
                                                                                                          1. Benefits Sought
                                                                                                            1. Behavioural/usage pattern
                                                                                                              1. CUSTOMER COHORTS
                                                                                                                1. Attitude towards career
                                                                                                                  1. Siganture Product
                                                                                                                    1. Communication Media
                                                                                                                      1. Preference when making finanical decisions
                                                                                                                    2. GEODEMOGRAPHIC
                                                                                                                    3. USAGE ATTRIBUTES
                                                                                                                      1. Volume consumed
                                                                                                                        1. Benefits Sought
                                                                                                                          1. Behaviour/usage pattern
                                                                                                                            1. PRODUCT NEED SEGMENTATION
                                                                                                                              1. Consumer Segment
                                                                                                                                1. Business Segment
                                                                                                                                  1. Enterprise &Government
                                                                                                                              2. VALUE PROPOSITION
                                                                                                                              3. CUSTOMER PORTFOLIO TOOLKIT
                                                                                                                                1. SWOT
                                                                                                                                  1. Porters Five Forces
                                                                                                                                    1. Boston Consulting Group Matrix

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