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Customer Retention

Customer Loyalty

High ROI Customer
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LifeTime Value and
True ROI of Ad Spend

Customer Profiling

Intro to Customer
Behavior Modeling

Customer Model:

Customer Model:

Customer Model:
Recent Repeaters

Customer Model:

Customer LifeCycles

LifeTime Value

Calculating ROI

Mapping Visitor

Measuring Retention
in Online Retailing

Measuring CRM ROI

CRM Analytics:
Micro vs. Macro

Pre-CRM Testing for
Marketing ROI

Behavior Profiling

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Maximizing marketing ROI with customer behavior analysis


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This is the faster loading site for slow connections.  The "pretty" version of this page is here.

Find Out How Do-It-Yourself Customer Analysis 
and High ROI Customer Marketing is Done - Site Map

This site and the book "start simple" and work towards more complexity.  As you scroll down this page, the topics get more complex.  You can teach yourself easy to implement yet powerful customer profiling and predictive models, step by step, using the articles (and examples) listed here.  Visitors familiar with this topic and the site may want to jump down to the Advanced Articles.

If you're brand new to the study of Customer Behavior and using Predictive Modeling...

Did you come here from a page you thought was interesting, but still want to know what's in it for you?  A backgrounder on the Drilling Down method can be found here (the home page).  If you have your bearings, you should read one or more of the following articles as an introduction to behavioral modeling:

For a very "nuts and bolts" overview, see What Can I Do with Behavioral and Predictive Modeling?

Those coming from a retailing perspective should read Three Steps to High ROI Customer Marketing, which covers promotional models.

For those with an analytical CRM orientation, or looking for direction on setting up rules-based CRM, see CRM and the Customer LifeCycle.

You might also look over past issues of the Monthly Newsletter, a no-nonsense "here's how you do it" response to e-mail I get from customers and visitors. 

Also, you can check out the first 9 Chapters of the Drilling Down book, a great introduction to behavioral modeling concepts; click here.

If you are not in "do-it-yourself" mode, and would like me to teach you and your staff (marketing and / or IT) how to take control of your customer data and use it to improve your profitability, please review my hands-on needs discovery, pre-CRM ROI analysis / testing, and teaching programs tailored to where you are on the Database Marketing / CRM Analytics learning curve.    You can also teach yourself my methods using the Drilling Down book as a step-by-step guide.  If you represent a marketing / consulting agency or software company, see the subcontracting section.

Customer Marketing Models

If you've got the general idea and you want to see modeling in action...

This is the simplest of all the predictive models for tracking future or potential customer value.  It uses Frequency to assess value and Recency to determine the likelihood of this value actually making it to your bottom line:

Measuring Customer Loyalty 
(Recent Repeater model)

A slightly more complex version of this model for tracking the ROI of CRM can be found here:

ROI for B2C CRM Implementations

If you are ready for some more advanced (but still quite simple to understand and  implement) Predictive Modeling...

Here is a very simple behavior model, which is effective and very easy to implement.  The foundation is measuring Latency - the time between two customer events, like between first purchase and second purchase, or between installation and first trouble call.  This type of model can be more effective that the previous two in service businesses, those that have a regular billing cycle, and those selling durable goods or with long sales cycles.  This article is set up as a tutorial with an example of how to use Latency to drive High ROI Customer Marketing campaigns in addition to predicting potential customer value:

Making Money with the Customer LifeCycle: Trip Wire Marketing

When you are ready to see how a slightly more complex model translates into a "real world" situation (and you have a few minutes), I put together a tutorial outlining a simple model for comparing the potential value of customers generated by different ads, products, and areas of a site.  The core idea: looking at acquisition cost is half the story. During the tutorial, you will see how "bad" customers can turn into "good" ones, how you can track this effect, and why you don't need to calculate LifeTime Value to do it.

You can use this model to maximize the long-term ROI of marketing campaigns.  It also demonstrates how High ROI Customer Marketing concepts like Customer LifeCycles and Lifetime Value are linked, and how ROI is calculated using these concepts.  If you have always wanted to know how all this database marketing stuff fits together, you finally get the chance right here!  The tutorial takes about 10 minutes and covers 5 pages:

Recency Predicts Future Value

If you have Intermediate knowledge of 
Customer Behavior Tracking and Predictive Modeling...

The following are more complex behavioral models and more detailed versions of articles in the tutorial; they may be of interest to visitors who want to "Drill Down" (couldn't resist) more deeply into behavioral profiling.

Customer Response, Retention 
and Valuation Concepts
(RFM model)

Projecting ROI with Pre-CRM Testing

Recency- Optimizing Response and Discounts

Managing Customer Retention with E-Mail

Advanced Versions of Tutorial Articles

Customer Lifecycles

Calculating LifeTime Value (LTV)

Calculating Return on Investment (ROI)

If you've had some experience using Customer Behavior Modeling (or are just the curious sort - you know who you are)...

This section is where I post all new articles I write (at least one a month), introducing new ideas to subscribers of the newsletter who "get" what I'm talking about, and addressing trends in the e-mail questions coming in from the site.  Note:  Some terms used in the articles below may be unfamiliar to you; they are usually linked to an article describing them.

Six Sigma Marketing

Recency: The Web Retailing Example

Case Study: Non-Profit Scores 192%
Increase in ROI using RFM Model

Latency: The B2B Software Example

Latency: The Hair Salon Example

RFM versus Predictive Modeling

CRM ROI: Lifetime Value, I'd Like to Introduce You to the CFO

Extending the Customer LifeCycle

Should You Build a Data Warehouse?

High ROI Latency Promotion

Making Money with the Customer LifeCycle: 
Latency Profiles

Behavioral and LifeCycle Modeling in the 
Utility / Telecom / Insurance Business

Customer Retention and Modeling in the 
High Ticket / Durable Goods Business

Making Money with the Customer LifeCycle: Customer Latency

Making Money with the Customer LifeCycle: Trip Wire Marketing

Save Money Marketing to One-Time Buyers

Use Recency Metrics to Make More Money on Your Promotions

Three Keys to Success in Customer Marketing

Monitoring Visitor Conversion Using WebTrends

Micro versus Macro Analytical Approach to CRM

"Pre-CRM" Testing Techniques -  
Determining Potential for Marketing ROI Before You Buy

How To Measure Future Customer Value and Manage it with High ROI E-mail

Tracking the Potential Profitability of B2C CRM Implementations

Measuring Customer Retention in Online Retailing

Real Campaign ROI Links to LTV (Lifetime Value)

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Note: This is the "slow connection" version of the home site.  It's intentionally sparse design allows faster page downloads.  To access this content in what some say is a more visually appealing format, click here.

Questions about any of the concepts on this site?   e-mail me.

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