1. www.ccustomer.se
Methodical and fact-based client management.
Methodical and fact-based client
management.
All content and intellectual capital in this presentation and/or any documentation supporting or attached to this
presentation belongs to CCustomer AB and are not allowed to be used without permission of CCustomer. Should
you be a non intented recipient of this presentation, please return to CCustomer or dispose of in an environmentally
friendly manner.

2. www.ccustomer.se
Methodical and fact-based client management.
About CCustomer AB
Table of content
• About CCustomer
• Our view on methodical and fact-based marketing
• Customer flows and Customer Lifetime Value (CLV)
• Our four step method for methodical and fact-based client management
• Our services
CCustomer helps companies to maximize revenue by working more
methodically and fact-based with their client management.

3. www.ccustomer.se
Methodical and fact-based client management.
Our view of methodical and fact-based marketing
The knowledge about your customers are crucial in order to remain at the forefront in the rapid change
of the market. Our services aim for the following:
• Keep and develop your existing customers
It costs 6 to 7 times more to get a new customer than to keep an existing one (Frederick F.
Reicheld, "The Loyalty Effect”). Yet many companies focus disproportionately on attracting new
customers instead of working methodically and fact-based to understand, maintain and develop
the existing ones.
• Work methodically, proactively and fact-based
Proactive client management requires consensus on the purpose, focus and goal with the client
management. A proactive work process increases the likelihood of retaining and developing your
customers over time and meet customers’ total need.
• Measure your customers and see the result of your marketing investments
Despite large investments within the marketing area, there are few companies that measure the
impact of the work. By measuring your customers, you are able to see and take control over the
results of your work.

4. www.ccustomer.se
Methodical and fact-based client management.
A methodical and fact based marketing requires control
over the customer flows
• What does your customer flows
look like?
• Where is potential for
improvements?
To consider
Customers end
of the year
Customers
beginning of
the year
New
customers
Active
customers
Lost
customers
Regained
customers
Number of new, lost, active and regained customers.

5. www.ccustomer.se
Methodical and fact-based client management.
Customer flows within a company
Number and trends of of total, active, regained, new and lost customers.

6. www.ccustomer.se
Methodical and fact-based client management.
Customer Lifetime Value
- the total value a customer gives you over the years
CLV = F x AOV x Duration*
(*Duration = Nr of years a customer is active)
(Not def.)
(Ej def.)
CLV total

7. www.ccustomer.se
Methodical and fact-based client management.
5%
15%
50%
30%
27%
31%
36%
6%
Andel av kunder Andel av årsintäkt
0
2 000
4 000
6 000
8 000
10 000
12 000
14 000
16 000
0 20 000 40 000 60 000 80 000 100 000 120 000 140 000
Årsintäkt
Antal kunder
Where is the potential for development within your
customer portfolio?
To consider
• How do you develop the
remaining 80% of your
customer base?
• 20 percentage of the
customers stands for 58
percentage of the revenue.
• Who are these customers?
What differs them from the rest?
How do you secure their loyalty?
7
Yearlyrevenue
Nr of customers
Share of
revenue
Share of
customers

8. www.ccustomer.se
Methodical and fact-based client management.
CCustomer has a proven work process in four steps for
developing methodical and fact-based client management
Analysis Ensure effect over time
Point of decision
1.Withdraw raw data
from your current
accounting system.
2.Convert your raw data
into customer data.
3.Organize and vsualize
customer portfolio.
4.Define challenges.
5.Define what we want
to achieve.
6.Identify stakeholders.
7.Identify barriers.
1.List ideas for
improvement.
2.Prioritize ideas after
potential and simplicity.
3.Create general
resource and activity
plan.
4.Identify opportunities
to create
improvements.
1.Communicate
selected activities
internally.
2.Prepare to use the
selected solutions.
3.Implement and begin
use of new solution.
4.Document experience
and feedback.
1.Measure, control and
follow up on results.
2.Activities for
improvements and
development.
Make suggestions for
improvement
Implement
improvements

9. www.ccustomer.se
Methodical and fact-based client management.
With our services we help businesses to increase revenue by
working more methodically with their client management
We help you with methodical and fact-based client
management, in order to increase the likelihood to focus
on the right new clients and maintain and develop existing
ones.
We know what skills that are required to work
methodically and fact-based with client management
and we therefore help you to find the right people.
Methodical client
management
Recruitement
Our services
We help you to use the information from your existing
accounting system in order to increase your revenue in
three steps.
Customer Analysis
7 kunder står för 49 % av total försäljning period
2012
Försäljning: 29 707 418 kr Antal kunder : 7 st
CCustomer!
0" 1"000"000" 2"000"000" 3"000"000" 4"000"000" 5"000"000" 6"000"000"
Kund"7"
Kund"6"
Kund"5"
Kund"4"
Kund"3"
Kund"2"
Kund"1"
Intäkt&
Kundnamn&
Konsult"
Rekrytering"
Utbildning"
Hanza"
Prod 2
Prod 1
Prod 3
Intäkt
Kundnamn
Analysis
Suggestions for
improvement
Implement improvements
Ensure effect over time
1
2
3
4
Pre-study
Recruitement
1
2

10. www.ccustomer.se
Methodical and fact-based client management.
Welcome to read more about client cases on our website!
www.ccustomer.se
Methodical and fact-based client
management.
CCustomer AB
Ropstensslingan 11C
115 42 Stockholm
Telefon (vx): +46 8 400 26 116
Org.nr: 556920-0743
www.CCustomer.se