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APQC Provides 3 LTV Case Studies

Wildan 7:45 AM Add Comment customer experience management, customer metrics, lifetime value, lifetime value model Edit

One of the common criticisms of lifetime value is that it has no practical applications. You and I know this is false, but some people stil...

Is Marketing ROI Important?

Wildan 8:08 AM Add Comment customer metrics, lifetime value, marketing performance measurement, marketing ROI Edit

You may have noticed that my discussions of marketing performance measurement have not stressed Return on Marketing Investment as an importa...

Marketing Performance: Plan, Simulate, Measure

Wildan 8:11 AM Add Comment analysis systems, balanced scorecard, customer metrics, lifetime value, marketing mix models, marketing performance, marketing performance measurement, simulation Edit

Let’s dig a bit deeper into the relationships I mentioned yesterday among systems for marketing performance measurement, marketing planning...

Using Lifetime Value to Measure the Value of Data Quality

Wildan 2:18 PM Add Comment customer metrics, data quality, lifetime value model Edit

As readers of this blog are aware, I’ve reluctantly backed away from arguing that lifetime value should be the central metric for business m...

Why Balanced Scorecards Haven't Succeeded at Marketing Measurement

Wildan 10:07 AM Add Comment balanced scorecard, customer metrics, dashboards, lifetime value, marketing performance, marketing performance measurement, score cards Edit

All this thinking about the overwhelming number of business metrics has naturally led me consider balanced scorecards as a way to organize ...

So Many Measures, So Little Time

Wildan 1:56 PM Add Comment customer metrics, marketing performance, marketing performance measurement Edit

I’ve been collating lists of marketing performance metrics from different sources, which is exactly as much fun as it sounds. One result th...

Dashboard Software: Finding More than Flash

Wildan 9:37 AM Add Comment analytics tools, customer metrics, dashboards, score cards, software selection Edit

I’ve been reading a lot about marketing performance metrics recently, which turns out to be a drier topic than I can easily tolerate—and I h...

Accenture Study Underlines Need to Measure Customer Service Technology Impact

Wildan 8:15 AM Add Comment crm, customer experience management, customer metrics, customer relationship management, customer satisfaction, lifetime value Edit

Accenture released an intriguing study (registration required) earlier this week contrasting the views of high-tech executives and their c...

Aberdeen Study Confirms Value of LTV Measures

Wildan 6:09 AM Add Comment customer metrics, lifetime value Edit

I had truly intended to give lifetime value a rest, but then an email arrived from Aberdeen Group asking me to participate in one of their s...

If Lifetime Value Falls and Nobody Measures It, Has It Really Gone Down?

Wildan 7:33 AM Add Comment customer experience management, customer metrics, lifetime value Edit

I’m starting to rethink my focus on lifetime value as the key to customer centricity. I’m still fully convinced of my position: LTV is the ...

Still More Thoughts on Measurement for Product Managers

Wildan 5:11 AM Add Comment customer experience management, customer metrics, lifetime value Edit

I think yesterday’s comments on lifetime value and product reporting need a bit of clarification. It’s important to distinguish measurement...

More Thoughts On Measurements for Product Managers

Wildan 7:30 AM Add Comment customer experience management, customer metrics, lifetime value Edit

I’m still thinking about how to measure product performance a customer-based world. Where I ended up yesterday was pretty much that there’...

Can LTV Really Replace Product-Based Metrics?

Wildan 7:08 AM Add Comment customer experience management, customer metrics, lifetime value Edit

For some time now, I’ve been touting lifetime value as the magic cure-all for customer management programs. I still believe LTV is the esse...

Customer Experience Management Isn't Enough

Wildan 7:24 AM Add Comment customer experience management, customer metrics, lifetime value Edit

Ron Shevlin’s comment on yesterday’s post concludes that “without more disruptive changes (re-org and fundamental change in strategy) -- ev...

BAI Banking Strategies Article Shows Importance of Managing Complexity

Wildan 8:09 AM Add Comment brand experience, customer experience management, customer metrics Edit

Last Thursday’s post on ad hoc analytical systems prompted an interesting set of comments about overcoming product-based organization at ba...

Deltalytics' Lloyd Merriam Comments on LTV

Wildan 5:11 AM Add Comment customer metrics, lifetime value Edit

My friend Lloyd Merriam has left a thoughtful comment on last week's post about Lifetime Value. It's worth treating as a post of it...

Lifetime Value is More than Another Way to Spell ROI

Wildan 8:33 AM Add Comment customer experience management, customer metrics, lifetime value Edit

One of our central propositions at Client X Client is that every business decision should be measured by its impact on customer lifetime va...

Proving the Value of Site Optimization

Wildan 9:51 AM Add Comment analysis systems, business intelligence, customer experience management, customer metrics, lifetime value, multivariate testing, web analytics Edit

Eric’s comment on yesterday’s post , to the effect that “There shouldn’t be much debate here. Both full and fractional designs have their p...

One Big Button is Built

Wildan 8:41 AM Add Comment business intelligence, customer experience management, customer metrics, lifetime value Edit

I did go ahead and implement the “One Big Button” opportunity analysis in my sample LTV system (see last week's posts for details). As...

Convincing Managers to Care about Customer Value Measures

Wildan 8:48 AM Add Comment customer experience management, customer metrics, lifetime value Edit

I spoke earlier this week at the DAMA International Symposium and Wilshire Meta-Data Conference , which serves a primarily technical audienc...