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6. Web Measurement and the Online Retail... > 86. Manage Lifetime Value Using the ...

Manage Lifetime Value Using the Visitor Segment Value Matrix

Combine the measurements of current value and potential value to refine your business’s customer marketing and retention strategy.

What happens if you look at both the current and potential value of visitor or customer segments at the same time? You get the four groups shown in Figure 6-5.

Visitor segment value matrix (courtesy of Jim Novo)

Figure 6-5. Visitor segment value matrix (courtesy of Jim Novo)

How do you create your own visitor segment value matrix? Easy:

  1. Take your customer segments and rank them by potential value (recency or latency [Hack #85] ), and then split them into two groups: above average and below average.

  2. Take all of these potential value groups and rank them by current value (frequency or lifetime value [Hack #84] ), then split them into two groups: above average and below average.


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