• APPROACH

    Our solution involved the following steps

    • Identified the kind of interactions where a customer generates most value to the business
    • Segregated the customer interactions into various smaller types of contacts to draw the best possible measures for our Customer Value Metric (CVM)
    • Derived two novel metrics that combine these aspects to provide detailed CVM
    • From the past behavioural patterns, forecasted the CVM for coming year
    • Designed up-to-date tracking dashboard to understand performance of CVM with time

    KEY BENEFITS

    The solution enabled the clients to

    • Measure CVM effectively using two novel metrics
    • Understand behavioral traits of customers who are generating most value
    • Compare the performance with previous years and current goals
    • Detailed tracking of metrics across geographies

    RESULTS

    Clients are now able to

    • Quantify and make data driven business decision based on the value generated by a customer base of ~21M
    • Design and track performance across geographies to understand key aspects of the trends
    • Take customer centric business decisions based on specific customer segments

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