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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

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