Mobility Investigate

Understanding Touchpoints and Your Customer Relationship Lifecycle

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Executive Summary

Moving prospects and customers along the Customer Relationship Lifecycle requires a deep understanding of their specific needs and influencers, and the barriers they may face in each stage. A commitment to understanding these motivators and barriers is where one can begin to identify the touchpoint opportunities within each stage, and actively speed progression through the lifecycle unique to one's organization. Through this in-depth understanding, one will have the knowledge to fix or eliminate underperforming touchpoints, or develop new ones. One will see how the activities can rescue cost, increase revenue, and drive loyalty over time. As a result, one will draw customers closer, improving brand awareness, customer acquisition and retention, and solidifying the position in a crowded marketplace.

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