#customer-lifecycle

Friend recommendations outweigh a thousand ignored marketing messages, making customer loyalty the holy grail of CXM. Effective systems require automatic content updates (manual updates allow errors), easy collaboration (centralized information beats email chains), and continuous monitoring providing real-time insights into how each client experiences your business across four lifecycle phases: awareness, evaluation, purchasing, and post-purchase.

Customer lifecycle spans five stages from reach to loyalty, with repeat customers driving 3-7 times more revenue per visit than one-time buyers. Between 25-40% of stable businesses' total revenues come from returning customers. The cycle runs as an ellipsis, not a straight line, ideally moving customers through stages repeatedly over time.