Food for Thought

The answers lie in asking the right questions

Our Customer Equity Framework provides a clear and practical blueprint for
creating a customer-focused organization and building customer equity.

Our Intelligent Relationship Management solutions help clients with defining
a vision and path to building customer equity, identifying measures and
benchmarks for success, designing business processes that can deliver the
goals, managing the selection and implementation of technology that can
automate these processes and deploying business intelligence tools and
practices that can help every member of the organization understand and
service customers better.

Singularity Consulting's Customer Equity Framework provides  your firm with clarity in customer strategy and vision, a focus on customer relationships, and the use of intelligence to drive processes and measure results. Here are excerpts from our framework, which address customer acquisition, customer profitability, and customer retention.

• Are your marketing campaigns tailored to your customer segments?
• Is your targeted marketing based on more than demographics?
• Do you market your existing customers to generate new revenue from cross-sell and referrals?
• Is your marketing budget optimized for customer segments and life cycle stage?
• Can you measure the resultant revenue from your campaigns?

• Do you know the fully loaded cost, direct and indirect, for fulfilling each customer transaction?

• Do you then know the net profitability of customers, and are you able to segment like customer transactions?

• Do you know which customer segments are most desirable, and which are least profitable, to acquire and retain?

• Do you know where to find more customers with similar buying behavior to your profitable customer segment profiles?

• What segments are leaving, and at what stage in the lifecycle?
• What are they telling you about why they are leaving?
• What are competitors doing to lure away your customers?
• What are you spending to retain your most profitable customer segments? What are you spending on the least?
• What does it cost to transition a customer into your most profitable segment?

White Papers 

Download our white paper on Cross Marketing now.

Customer Equity
The Balanced Strategy for Managing Relationships

The goal of the Customer Equity Framework is to demystify the customer-centric organization and provide a practical roadmap based on a set of principles applied across four dimensions, each encapsulated in five elements that define the customer relationship. The framework provides a clear and practical blueprint for creating a customer-focused organization and building customer equity.

The application of the Customer Equity Framework starts when its principles are set in motion. At the core of the first two principles is an understanding of customers. Armed with a full customer profile, organizations can then formulate a vision and strategy using their customers’ perspective. Applying the principles of the framework along its four dimensions and formulating actionable elements, companies can translate the vision of a customer-focused organization to reality.

Download our white paper on Customer Equity now.

At the same time, call centers continue to be costly operations. They require significant investments in facilities and infrastructure as well as technologies.  More importantly, call centers are extremely labor-intensive operations.  On the average, people account for 70% of the cost of a call center.  This significant variable cost component means that efficiencies in the operations of a call center can reduce its overall cost significantly.

This paper discusses the opportunity for performance improvements in call center environments through the application of Business Intelligence (BI).  It examines the challenges that have historically prevented call centers from taking advantage of BI and outlines a set of solutions that can overcome these challenges and be implemented successfully.

Download our white paper on Call Center Intelligence now.

Tools

Singularity Consulting has developed a software tool that will aid you in the collection of relevant data, and it’s analysis!  Simply enter associated costs, estimated benefits, and let the program calculate the TCO (Total Cost of Ownership) and ROI (Return on Investment) figures for you.    The tool has been developed using MS Excel.  This means you can add your own calculations, or adjust the existing ones to suit your specific needs.  

The TCO-ROI tool is free of charge.  Download it and begin to analyze the true costs and benefits associated with your projects.