Customer Lifecycle Automation Project Planning & Execution

Customer Lifecycle Automation Project Planning & Execution

SUMMARY KEYWORDS

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FULL TRANSCRIPTS

Speaker: Jesse Razo

00:15 – Intro to Customer Lifecycle Automation Project Planning & Execution

Hey guys, I got another great training for you. Today, I’m going to talk with you about customer lifecycle automation. And, how it applies to the workflow, and customer lifecycle across your communication platform, your marketing, and project management software. So, I’ll show you how we tie it all together on the backend. And, what we’ve learned over the last 10 years in regard to organizing. So, we can organize our projects and we can execute better than the competition. For those of you who don’t know me, my name is Jesse, and I’m the lead designer at razoRSharp networks. And, for the past 10plus years, we’ve been helping our clients optimize their online environment and automate their customer lifecycle.

00:55 – Remember To Subscribe & Setup Notification!

If that sounds like something you’d be interested in. Then, go ahead and jump over to our YouTube channel, subscribe, and set up notifications. So, you don’t miss future training on how to optimize your website, eCommerce, or membership sites. And, automate your lead gen customer acquisition and customer retention processes and programs. Today, I’m going to talk with you about customer lifecycle automation. And, for those of you that have seen some of our past training. Customer lifecycle automation talks about removing the constraints associated with your business. And, it’s really automating some of the most important processes within your organization. Like, when it comes to lead generation, customer acquisition, and customer retention. We utilize this framework not only to help organize our efforts when it comes to building a successful business online. But, we also utilize it in order to organize our projects on the back-end.

And, so that we can execute and make sense to kind of the big mess like sales and marketing. Then we can execute in regards to project management, and things of that nature.

02:09 – 10 Years To Learn How Organize Our Workflow?

So, I’m going to jump over to my desktop. And, talk about the customer lifecycle automation process as it applies to our project management software. Now, there is a lot of different project management software out there. And, the one that we utilize is Asana. This doesn’t only apply to Asana I think that if you take a look at your project management software. And, kind of like parent-child relationships all the way through your workflow. Then, you’ll be able to create or utilize this training in order to create a process. And, this is going to give you the ability to kind of really make sense of the organization process. So, the way that we organize it is we have what’s called portfolios. And, those portfolios have multiple projects associated with them. So, the portfolio will be our customer. And then, within that portfolio, we’ll have different projects.

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As you can see here, we have development projects. And, we have the optimization of their online assets and things of that nature. We’ll have marketing projects. And, this one here, the lead generation, and customer acquisition, these are ones that just note. Generally, we have development, optimization, and marketing. So, that’s kind of the workflow from a project management standpoint. Then, within each project, we’ll have these categories. And, from a development standpoint, we’ll have some reoccurring project tasks like site maintenance, and things of that nature. So, that can fall within the development. It’s if a customer does set up an optimization, and we’re doing performance search and security optimization for their website. Then, will move that to another project because Search Engine Optimization on its own is a very large project. This is when you’re talking about optimizing the web environment for site health.

04:05 – Customer Lifecycle Automation Framework

Also, setting up a website for search visibility, with all the structure data and everything like that. Then, the reoccurring tasks are associated with building links, creating content, and doing research around gaps in the marketplace. And, when it comes to search terms, backlinks, optimization, and opportunities in the marketplace in regards to that, as well. But, from a design standpoint, and development, we’ll talk about design pages, page assets, and creativity whether they’re image assets. Or, a video integration when it comes to some of the back-end software and tools that we utilize. Then, in optimization, we’ll move it into its new project if a customer subscribed to our SEO optimization service. In addition, if we go back into marketing projects, these ones directly correlate with customer lifecycle automation. And, this is what I wanted to share with you today. It’s the power of the customer lifecycle automation framework.

And, how can you utilize it in order to organize your efforts? So, within a lead generation, we would have projects inside a lead generation. Then, inside each one of those projects, we have sub-projects that are associated with it. And, that can have dependencies on completing the project. Initially, we’ll do say, hey, we’re going to put together a lead generation campaign for this customer. And, we create a marketing project for them, and then within that, we’ll create a category that’s lead generation. Now within that, we’ll create the actual project task and assign sub-categories to that. The initial one is building out the projects. And, that’s the initial sub-project task, right? So, the first one on all of our projects should be building out our project. Then, we begin to assign all the sub-project tasks to the individual assets on our team.

06:19 – How Does Our Team Manage Projects from Start to Finish?

And, that’s in regard to creative design, integration, development, deployment, and all those different stages. So, the second to last will be a review from a project manager. And, we have two project managers on the team. They go through and help us manage Asana on a regular basis. And, what that’ll do is they take a look at the project, make sure the integration set up the automation. Then, they’ll go through and do an initial check of all of the copy and content. And then, take a look at it from a marketing standpoint, so that we can optimize for conversions. Once they’ve done the initial review, they’ll kick it back over to a project lead like myself. And, I’ll go in and do the final approval of the entire project itself. If it’s approved, we’ll close that out, and send it to the customer.

And, we have completed the project from a lead generation standpoint. Now, once that project gets completed from lead generation. Then, the natural evolution of that project is to move into customer acquisition. So, that would be the tools and resources that we’re utilizing to engage offers. And, close those leads that have been brought into our ecosystem. So, that is natural evolution. Now, every closed-out lead creates a follow-up task that is going to be associated with the Customer acquisition group. And then, once we move them through the customer acquisition process, we would move them into customer retention. For a lot of our new customers, the customer re-engagement process, where we’re selling for reviews, referrals, and repeat business.

So, it’s a natural evolution from the initial contact at the top of the funnel. And, it’s all the way through the acquisition process, and then into the post-acquisition process.

08:20 – How & Why to Improve Customer Retention?

Then, this would be to sell for reviews, referrals, and repeat business. We have a couple of different funnels that we implement to get reviews. And, we have funnels that we implement, in order to enroll people in partner programs. So, you can create affiliate networks. And, you can leverage those relationships in order to sell more people, your products, and services. Those customers are your best contacts. So, make sure you nurture them in the post-sale path process as much as you possibly can. It said that most people switch service providers, not because of a lack of confidence in them or poor service. But, it’s a lack of contact and relationships. So, the post-sale process, customer retention, and re-engagement process are all about building relationships. And, it’s all about selling for reviews so you can utilize those in future sales processes.

Customer Lifecycle Automation Project Planning & Execution

It’s all about enrolling them in your partner program, and affiliate programs. Or, make them a partner of yours or an advocate. And then, it’s all about maximizing that contact in regard to revenue. So, repeat business is the final stage in the customer retention process. And, I would assert that if you utilize the customer lifecycle automation framework. It’s not only to organize your front-end marketing and communication process, but also your back-end project management process. Then, you’re going to have a nice easy-to-follow and simple process that you can utilize to graduate contacts. And, it’s all the way from the initial contact through the sales process.

Customer Lifecycle Automation Project Planning & Execution

Then inevitably, it’s going into your customer retention and re-engagement campaigns. So, you can build relationships and hold on to customers for longer periods of time. And, maximize their lifetime value to your organization. So, that’s all I got for you today. Hopefully, you got a ton of value from that. And, if you have any questions I’ll be more than happy to answer those for you. Just meet me in the comment section. And, I’ll get those answered for you as quickly as I can. So, until the next time, we speak make today and every day a fantastic day! We’ll talk with your real soon.