Customer lifecycle management

From Wikipedia, the free encyclopedia
Jump to navigation Jump to search

Customer lifecycle management or CLM is the measurement of multiple customer-related metrics, which, when analyzed for a period of time, indicate performance of a business. The overall scope of the CLM implementation process encompasses all domains or departments of an organization, which generally brings all sources of static and dynamic data, marketing processes, and value-added services to a unified decision supporting platform through iterative phases of customer acquisition, retention, cross- and upselling, and lapsed customer win-back.[1]

Some detailed CLM models further breakdown these phases into acquisition, introduction to products, profiling of customers, growth of customer base, cultivation of loyalty among customers, and termination of customer relationship.[citation needed]

Any customer lifecycle management program would need to use a customer relationship management system (CRM).

According to a DM Review magazine article by Claudia Imhoff, et al., "The purpose of the customer life cycle is to define and communicate the stages through which a customer progresses when considering, purchasing and using products, and the associated business processes a company uses to move the customer through the customer life cycle."[2]

See also[edit]


  1. ^ Mark D. Thompson. "e-Marketing Fundamentals: the Customer Relationship Curve" (PDF). RappDigital, Inc. Archived from the original (PDF) on May 19, 2003. Retrieved September 21, 2009. CS1 maint: discouraged parameter (link)
  2. ^ Claudia Imhoff, Jonathan G. Geiger, Lisa Loftis (November 2002). "Building the Customer-Centric Enterprise". DM Review Magazine. Archived from the original on 2008-12-20. Retrieved 2008-11-04. CS1 maint: discouraged parameter (link) CS1 maint: uses authors parameter (link)