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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