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Customer Life Cycle (CLC)

The document discusses the customer life cycle which describes the progression customers go through from considering to purchasing to using a product, and discusses how it involves five steps of reach, acquisition, conversion, retention, and loyalty, and how business processes and marketing are organized around the customer life cycle.

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Bhaskar Saha
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© © All Rights Reserved
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Download as PPT, PDF, TXT or read online on Scribd
10 views

Customer Life Cycle (CLC)

The document discusses the customer life cycle which describes the progression customers go through from considering to purchasing to using a product, and discusses how it involves five steps of reach, acquisition, conversion, retention, and loyalty, and how business processes and marketing are organized around the customer life cycle.

Uploaded by

Bhaskar Saha
Copyright
© © All Rights Reserved
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Customer Life Cycle (CLC)

MEANING
• In customer relationship management (CRM),
customer life cycle is a term used to describe the
progression of steps a customer goes through when
considering, purchasing, using, and maintaining
loyalty to a product or service.

• Marketing analysts Jim Sterne and Matt Cutler have


developed a matrix that breaks the customer life cycle
into five distinct steps: Reach, Acquisition,
Conversion, Retention, and Loyalty.

2
Customer Life Cycle (CLC)

3
Business Processes
• Organized around the Cust. Life Cycle

4
CLC Marketing

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