BUSINESS CAPABILITY - Customer Portfolio Management

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Description	EN: Involves strategically categorizing customers based on their specific characteristics across segments, product types, purchasing behavior, and geographic locations. This capability enables tailored strategies in customer and prospect engagement, ensuring the right products are offered to the right segments in their preferred locations. By aligning these dimensions, enterprises can optimize sales efforts, enhance customer satisfaction, and foster long-term loyalty through personalized service and targeted marketing initiatives. FR: Implique la catégorisation stratégique des clients en fonction de leurs caractéristiques spécifiques à travers les segments, les types de produits, le comportement d'achat et les localisations géographiques. Cette capacité permet de mettre en œuvre des stratégies sur mesure dans l'engagement des clients et prospects, assurant que les bons produits sont proposés aux bons segments dans leurs localisations préférées. En alignant ces dimensions, les organisations peuvent optimiser les efforts de vente, améliorer la satisfaction des clients et favoriser la fidélité à long terme grâce à un service personnalisé et des initiatives marketing ciblées.
Name (FR)	Gestion du portefeuille client
Classifying categories	Sales & Distribution
Parent Maps	Sales & Distribution Services (from:   Enterprise Operations)
Packaging Library	Enterprise Operations

TREE VIEW

•    Customer Portfolio Management

  Involves strategically categorizing customers based on their specific characteristics across segments, product types, purchasing behavior, and geographic locations. This capability enables tailored strategies in customer and prospect engagement, ensuring the right products are offered to the right segments in their preferred locations. By aligning these dimensions, enterprises can optimize sales efforts, enhance customer satisfaction, and foster long-term loyalty through personalized service and targeted marketing initiatives.

  •    Channel Coordination

    Orchestrates sales operations across various channels, ensuring consistent brand representation and seamless customer experiences. It involves strategic planning, coordination, and optimization of sales activities across direct sales, distributors, retailers, and online platforms. By aligning marketing efforts and optimizing distribution logistics, it maximizes market penetration, sales opportunities, and long-term growth.

  •    Customer Exit

    Manages the steps involved in customer disengagement, handling customer departures, contract terminations, or subscription cancellations. The aim is to ensure a smooth exit experience, assess reasons for leaving, and identify opportunities for retention or improvement.

  •    Customer Portfolio Analysis and Optimization

    Focuses on analyzing the overall customer portfolio to identify profitable segments, product preferences, and geographic trends. It involves assessing the profitability and growth potential of different customer segments and adjusting the portfolio mix to maximize revenue and customer lifetime value. By optimizing the portfolio, enterprises can allocate resources more effectively and enhance overall business performance.

  •    Customer Segmentation and Classification

    Categorizes customers based on characteristics such as demographics, buying behavior, or preferences. This enables the creation of tailored marketing strategies, better resource allocation, and improved customer engagement by aligning services to each segment's needs.

  •    Sales Forecasting and Planning

    Encompasses analyzing historical data, market trends, and customer behavior to predict future sales accurately and allocate resources efficiently. By forecasting demand, identifying sales opportunities, and aligning strategies with business goals, this capability facilitates proactive decision-making and goal setting, ensuring sales targets are met and resources are utilized effectively to drive revenue growth and market competitiveness.

  •    Territory Management

    Involves allocating sales territories, assigning sales representatives, and coordinating sales activities within each territory to maximize coverage and efficiency. By strategically segmenting markets, assigning resources effectively, and optimizing territory boundaries, this capability ensures equitable distribution of sales efforts, enhances customer coverage, and increases sales productivity, leading to improved sales performance and market penetration.

MAP VIEW