Five customer intelligence tips from Forrester's Khatibloo

May 30, 2013

On May 29 Forrester senior analyst Fatemeh Khatibloo and AgilOne hosted a webinar on multichannel customer intelligence.  The talk addressed some really cool examples on driving engagement, loyalty and lifetime value from companies like Citi, Disney, Tesco, Nordstrom, Dell and Intuit.

If you are interested, you can find the slides here:.

Some key takeaways include:

1.   Move away from a funnel view of the customer to a customer lifecycle view and use customer journey mapping to develop this view

2.   Don’t build your team around channels (email, e-commerce, etc.) but around customer segments (high-value, at-risk) and compensate your team for moving customers to their next stage on the journey

3. Focus on customer centric metrics like engagement, loyalty and lifetime value (instead of marketing or campaign ROI only)

4. Use technology to deliver more meaningful and relevant messages

5. Develop a culture of customer obsession from the top down (and make customer intelligence available throughout the organization)

The full replay of the webinar is here:

Forrester Webinar May 29 on Customer Intelligence from AgilOne on Vimeo.

To learn how AgilOne can help you get multi-channel customer intelligence right, request a demo here.