Aberdeen Group research found that organizations that practice lead scoring or customer scoring enjoy strong customer retention rates and high profitability. Among the key findings that help to optimize the use of a scoring solution are the ability to determine lifetime customer value, the need to ensure a rich set of data is available to feed the scoring software, and the use of appropriate metrics to measure the performance of the scoring software.
Whether driven by lack of product differentiation, customer demand for better service, or simply the need to improve the customer experience, companies are seeking to better understand their customers in order to more effectively acquire and retain business. This report provides a road map for improving customer satisfaction and retention without losing sight of customer profitability by integrating multiple sources of data to complete the full 360° view of the customer.
