Customer lifecycle management

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 includes 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 up-selling, 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.

According to DM Review article by Claudia Imhoff , et al. , “The purpose of the customer’s life cycle is to define and communicate the stages of a customer’s progress with the customer and the associated business processes.” [2]

See also

  • Customer relationship management
  • ECRM
  • Funnel purchase


  1. Jump up^ 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 .
  2. Jump up^ Claudia Imhoff, Jonathan G. Geiger , Lisa Loftis (November 2002). “Building the Customer-Centric Enterprise” . DM Review Magazine . Retrieved 2008-11-04 .