Customer retention

Understand customer risk and know how and when to act 

The increasing cost of customer acquisition makes satisfying and keeping customers paramount – especially in recession. Customer retention is about dealing with problems not just as they happen but before they happen.

• You need to reduce churn.

  It’s possible to increase customer retention significantly by moving away from what we call ‘modeling myopia’ and basing your customer activities around segmentation that looks to the future rather than the past - and the things that really matter to customers.
  Predictive analytics »

• You need to let unprofitable customers go.

  The latest uplift techniques offer an extremely sophisticated way of identifying customer segments – from ‘savables’ to ‘sleeping dogs’ – and their associated risk and profitability factors. If customers aren’t making you money…why keep them?
  Uplift modeling »

• You need more than customer retention.

  Ideally, you need to be winning profitable customers back. Research shows that up to 40% of so-called ‘lost’ customers can be coaxed back with the right messages, channels and contact frequency – especially if your competitors haven’t perfected their own onboarding strategy.
  Cross channel dialogue »