Customer Lifecycle Management
Insights and tools to help companies increase the satisfaction—and value—of their customers.
Effective customer lifecycle management (CLM) can enable powerful customer interaction strategies that power significant business growth and profitability.
What we do
McKinsey helps clients maximize revenue and margin at every step along theconsumer decision journey, from acquisition to upsell/cross-sell to loyalty and retention to debt management. We work with clients to analyze the behaviors and needs that characterize their most valuable customers, determine the right objectives (e.g., acquisition versus retention), and identify the best ways of reaching them (e.g., direct marketing and channel strategy). In practice, our work focuses on four primary activities:
Examples of what we do
Proprietary tools and solutions
McKinsey’s Consumer Marketing Analytic Center/Solution Center provides physical infrastructure to host, merge, and analyze large customer data sets. It is now among the world’s top 10 “CRM environments” and features the skills of more than 15 partners and 90 consultants with deep CLM experience as well as dedicated functional analysts and IT specialists.
Our innovative analytical methodologies include predictive and self-learning customer behavior models, frameworks, and tools that provide a 360-degree view of the customer and translate insights into targeted actions. Our proprietary predictive models help determine the actions and touch points that drive the greatest customer value.
Our scalable technology infrastructure offers the massive computer power needed to mine and analyze multi-terabyte sets of data, as well as the external data needed to support the analysis.
Our detailed libraries of best practices and benchmarks provide immediate insights into improvement opportunities.