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...

Social Media Metrics: why, what and how to measure

In his book ‘Social Media Metrics’, Jim Sterne says: “The Internet has always been a social medium”. And he’s right where he writes that the Internet is the first many-to-many communication channel. Purists will say...

Jim Sterne: the customer is more visible than ever

Jim Sterne is among many other things, Chairman of the Digital Analytics Association. In this interview, Jim shares his views on the role of social media marketing, obviously looking at analytics and metrics/ROI of...