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