Loyality & Churn
The issues
| We spend a great deal of money on customer loyalty programs, although our cancelation rate is below 5 %. How can we identify customers in danger of canceling their contract accurately and at an early stage so that we can concentrate our budget on those? |
| And how can we find out what the major cancelation reasons are for our customers? |
| No doubt many of our customers would be open to acquire additional products - but who exactly? |
| In the past, we would start expensive sales campaigns, but budget wasted is simply too much. Instead, we would be better off identifying the RIGHT potential customers and then addressing them in a purposeful manner. But how? |
If these are some questions that bother you, we can help you with our churn prevention and cross-selling solutions.
Our solutions for you
ChurnPrevent uses 360° data analyses to evaluate all relevant churn drivers. In addition to basis customer data, billing data and information from sales, so-called trouble tickets, contract-related customer complaints and - if relevant - internal technical performance data are included as well. Optionally, external sources such as micro-geographic data can be integrated into the analyses. Our industry experience guarantees that the analyses are hypothesis-driven and implementation-oriented. And our strict 'impact orientation' ensures that churn prevention measures that can be implemented at very short notice are available to provide a fast return on investment for the project. Learn more about ChurnPrevent.
Our cross-selling analyses employ the same logic, except that they use the 360° data analyses to investigate the users of multiple products in your customer base to discover typical characteristics that will allow you to identify potential customers. For further information, contact us.
What is special about it
As consultants, we always consider the business case; our work focuses on the impact, and the direct economic benefit is always on top of mind. But unlike other strategy consultancies, we combine this mindset with a team of highly qualified econometricians and statisticians. Our consultants have the appropriate industry experience that allows them to generate hypotheses and implement measures with you while our analytics assure you get the optimum from your data.
Impact
ChurnPrevent has a double impact: Firstly, our clients are able to identify those customers, who may terminate their contracts, with up to 80% accuracy and thus minimize budget waste on prevention measures. Secondly, our analyses help to discover the truly relevant cancellation drivers, thereby opening up operational improvement potential to avoid churn.
See how one of Europe's leading cable operators prevented churn using our product ChurnPrevent...
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... by identifying churners before they churn :
... by optimizing the customer communication: