Total Customer Value^sm is our approach to maximizing the value of customer relationships for both our clients and their customers. We start from the point of view of the customer and then take advantage of today’s available strategies, technologies and media options to create a truly engaging customer experience that returns profit to our clients.

Here are some of the tools we’ve developed to help our clients reach their customer engagement and profitability goals. These tools work with and enhance the use of many existing CRM platforms, ASP solutions, audience analytics packages, persona-based marketing strategies, and dynamic production capabilities.

enVision^sm

MSA's new animated touchpoint mapping tool allows marketers to view complex customer interactions dynamically, as they change based on different scenarios including customer behavior, profile data, preferences, regional or brand-specific promotional needs and other factors. This approach creates a clear, customer-centric view of marketing contacts and the overall customer experience. enVision helps identify customer segments where there might be missed opportunities to stimulate desired customer behavior. At the other end of the spectrum, enVision highlights those customers at risk of communication overload, who represent opportunities to realize efficiencies and savings, while allowing more effective allocation of marketing resources.

Dynamic Clusters^sm

Customers are a moving target, with constantly changing needs, characteristics and priorities. Traditional cluster analysis and profiling creates an effective snapshot, but those techniques are not powerful enough to drive the kind of marketing communications that can truly be relevant and valuable to your customers. Dynamic Clusters recognize that every interaction may affect a customer’s needs, interests, or value.  To maximize the return from our programs and communications, we need to recognize that with change comes opportunity, and failure to acknowledge current requirements may not only result in diminished returns, but actually negatively influence the relationship.

FasTrack Marketing Toolkits^sm

The old agency model is no longer always the most responsive, or the most cost-effective for marketers today. Smart companies insist on the best-in-class performers, with the best service and the best value, in each discipline. FasTrack helps our clients manage their marketing initiatives quickly and efficiently, for audience targeting, offer design, creative development and direct marketing production, in both print and e-media. FasTrack allows agency and staff resources to focus on revenue generation, rather than continually reinventing the creative process. Simplifying communications results in clients getting more for their marketing investment.

Copyright 2008 Metzner Schneider Associates, Inc.