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If you want to manage it, first you have to be able to measure it!
Genroe provide the tools and methodologies to enable you to easily understand and manage;
- What drives customer profitability;
- The return on investment for those drivers ;
- The return on your return on customer investment; and
- How to manage the initiatives /campaigns that are required to drive optimal profit outcomes
Areas
Estimating the Return on investment for different programmes is critical to understanding
which programmes will have the greatest effect on the organisation's profitability.
Genroe provide services to estimate the ROI for different customer initiatives including the following areas:
- Marketing ROI
To paraphrase John Wanamaker, the famous 19th century Department Store
Magnate, “Half my marketing is wasted. I just don't know which half.”
Unfortunately, company boards are no longer likely to smile at this quip.
Genroe provide a range of services in
this area to help you understand and improve your marketing ROI.
- Human Resources ROI
As your staff are the face of your company they are a critical diver of achieving retention success.
We provide an effective framework and approach to drive the staff behaviour that will drive
improved customer retention and ultimately better profits.
Customer Satisfaction ROI Are you measuring the customer behaviours which are driving your profits?
Can you calculate what a 1% increase or decrease in customer satisfaction will translate
to in terms of company profitability?
Without answers to these questions the ROI for investments in Customer Satisfaction
is impossible to calculate. Genroe can work with you to create a way for you to
answer these questions and cost justify future investment in this key area.
- Direct Response ROI
Do you have a direct response marketing model that optimises acquisition,
cross sell and customer retention? Can you easily manage it and does it
directly convert to increased profit?
Genroe can work with you to implement an effective direct response model for your business.
Services
- Business Goal Linkage
Linkage of business goals to business strategies and actions.
This allows all staff to understand how their role impacts on the business outcomes.
- Customer Value Calculation
Relationship management frameworks that include customer
behaviours, needs and current and potential value.
- Driver Identification
Identify, through examination of existing documentation and new customer insight,
the customer based Drivers of business profitability.
- Measurement Frameworks
Measurement frameworks that link Business goals, marketing objectives,
marketing strategies to overall business contribution. The measurement
framework allows progress towards business goals, marketing objectives to be
measured along with progress of each of the Initiatives.
- ROI Methodologies
Implementation of ROI Measurement methodologies and metrics that create balanced sets of
strategic and ROI criteria for programme prioritization and justification.
- Reporting and Customer Scorecards
Create reporting scorecard frameworks that focuses on relevant, appropriate information
needed for informed ROI based strategic decision making. Consistent methods,
frequency and presentation for reporting against campaign objectives and targets are developed.
- Business Cases
The creation of financially and strategically sound business cases to support customer
investment for profit improvement.
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