What is a Customer Portfolio Strategy?
A customer portfolio strategy is an approach to managing customer relationships that involves segmenting customers into different categories, tailoring approaches to enhance customer satisfaction and retention, and developing engagement strategies to increase customer interactions. It is a way of optimizing customer portfolios to create and sustain long-term value.
What's included in this Customer Portfolio Strategy template?
- 3 focus areas
- 6 objectives
- 6 projects
- 6 KPIs
Each focus area has its own objectives, projects, and KPIs to ensure that the strategy is comprehensive and effective.
Who is the Customer Portfolio Strategy template for?
The Customer Portfolio Strategy template is designed for businesses that want to develop an effective strategy to optimize their customer portfolios. It is ideal for those who are looking to create a plan that will help increase customer retention, enhance customer satisfaction, and improve customer engagement.
1. Define clear examples of your focus areas
Focus areas are the broad topics that your strategy will address. Examples of focus areas could include optimizing customer portfolios, increasing customer retention, enhancing customer satisfaction, and improving customer engagement. When defining your focus areas, it is important to consider the objectives that may fall under each area.
2. Think about the objectives that could fall under that focus area
Objectives are the specific goals that you want to achieve within each focus area. Examples of objectives could include increasing customer retention, enhancing customer satisfaction, and increasing customer engagement. When setting objectives, it is important to think about the measurable targets (KPIs) you can use to track progress.
3. Set measurable targets (KPIs) to tackle the objective
KPIs (Key Performance Indicators) are measurable targets that help you track progress towards achieving each objective. Examples of KPIs could include increasing retention rates by 20%, increasing customer satisfaction scores from 3.5 to 4.5, and increasing customer interactions from 1,500 to 3,000. When setting KPIs, it is important to define initial and target values for each KPI, as well as a unit of measurement for tracking progress.
4. Implement related projects to achieve the KPIs
Projects are the actionable steps that you will take to achieve each KPI. Examples of projects could include developing customer segmentation strategies, implementing tailored approaches, and designing engaging experiences. When implementing projects, it is important to ensure that they are related to the KPIs and focus areas you have set out in your plan.
5. Utilize Cascade Strategy Execution Platform to see faster results from your strategy
Cascade Strategy Execution Platform is a strategy execution platform that helps teams organize, track, and implement customer portfolio strategies. With Cascade, teams can easily create strategies, set objectives, monitor KPIs, and implement projects to achieve faster results.