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Loyalty Matrix Announces the "State of the Customer
Publish Date : 12/4/2004 2:32:00 PM   Source : Culture and Community News

Loyalty Matrix, a leader in transforming customer data into actionable marketing programs, announced the development of a new customer intelligence product, the "State of the Customer Assessment" created to help newly appointed senior marketing executives show success in their first 100 days. The assessment delivers an unbiased analysis of a company's customer portfolio that enables a marketing executive to:

- Prioritize opportunities
- Identify risks
- Effectively allocate resources.

"Only 18% of CEOs said they were very satisfied with their marketing organizations," reports Chief Executive Magazine's CEO Confidence Index. Two main reasons for this include poorly set expectations and a lack of situation assessment. The State of the Customer Assessment helps overcome these hurdles.

The engagement provides clear, actionable insights on a company's customer base. Because the analysis is based on actual data -- transactional data, surveys, and third party data sources -- this approach removes the preconceptions and delivers clear insight on customers that are translated into effective marketing programs.

The process will enable a CMO or VP, Marketing to:

- Identify most valuable customers and treat them accordingly: Who are they? How much can I spend to retain them? What is the most effective method for retaining them?
- Identify Opportunities and Tactics to Increase Retention: What is my retention rate? Am I retaining the customers I want to retain? how do I know when a customer is "at-risk" and what can be done about it?
- Identify and Act on Up-sell and Cross-sell Opportunities: Which products represent the best opportunities for cross-sell?
- Increase Customer Win Back: Are we leaving money on the table by not re-engaging some of our lost customers? Why do customers leave, which ones do we have a chance of recovering, and how do we go about it.

In a recent interview, Cammie Dunaway, Yahoo!'s CMO was quoted as saying, "Successful executives go in with the attitude of questioning everything and not relying on past assumptions or conventional wisdom. This is the one chance you have to ask the basic, naive, but sometimes very telling questions"

The State of the customer report is based on the customer intelligence methodology that Loyalty Matrix has developed by working with more than 20 Fortune 500 companies that include Apple Computer, Banana Republic, The Gap, St. Regis Hotel, Yahoo!, and General Motors.

A typical State of the Customer engagement will deliver actionable results within four to six weeks at a price comparable with an internal resource. Clients receive a bound report, a presentation of the findings, and access to the online customer intelligence portal, the MatrixOptimizer®.

About Loyalty Matrix
Loyalty Matrix is the leader in transforming complex customer data into actionable insights. Loyalty Matrix combines strategy, analytics and technology to optimize communications, pricing, features and distribution for client companies. Loyalty Matrix applies proprietary, customer-focused models in the areas of customer segmentation, attrition & migration, and value & growth.

Headquartered in San Francisco, CA, Loyalty Matrix serves clients across the country. Walmart.com, Apple Computer, American Express, Yahoo! and The Gap are among the leading brands that rely on Loyalty Matrix for customer insights. For news and other information on Loyalty Matrix, please visit www.loyaltymatrix.com.

Contact:
Matt Strain
Loyalty Matrix
VP, Sales and Marketing

415-296-1141
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