APPROACH
Our solution helps:
- Identify the types of interactions where a customer generates the most business value
- Segregate the customer interactions into various smaller contract categories to draw the best possible measures for our Customer Value Metric (CVM)
- Derive two novel metrics that combine these aspects to provide detailed CVM
- Forecast CVM for the coming year from the past behavioural patterns
- Design 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
- Track metrics in detail across geographies
RESULTS
Clients are now able to
- Quantify and make data-driven business decisions 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 consumer segments