Tag: Jim Sterne

Customer-centricity explained – what it means to be customer-centric

Customer-centricity: what is it and what does it even mean to be customer-centric? Does it matter to define it or look at how people define it? It sure does! Definitions, models, views and approaches...
Customer life cycle and CLV

Understanding the customer life cycle and calculating customer lifetime value (CLV)

The customer life cyle and models to calculate the customer lifetime value (CLV). The customer life cycle comes from the practice of CRM where it's traditionally used to map the different stages a customer goes...

Social media ROI and measurement: questions you should ask

ROI stands for Return on Investment. Period. If we talk about Social Media ROI in this post, we mean the return on investment of the business (predominantly marketing) investments in social channels, networks, strategies...