retention rate

Implementation of an interactive tool to analyse customer loyalty.

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Interactive tool to analyse customer loyalty and upselling potentials

 

Possibility to measure the success of customer campaigns

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Effort reduction through automation

Challenge

The aftersales department of an automobile manufacturer would like to Retention Rate (customer retention rate) in different markets at dynamically selectable aggregation levels.

Solution

Data Scientists of Alexander Thamm GmbH are implementing a Analysis toolwhich, in addition to a breakdown of the retention rate according to vehicle attributes, also allows the vehicles to be divided into dynamically definable age segments and the rate to be calculated on different reference dates. In addition, information on service packages and special equipment is linked to the tool.

Result

By making the tool available to the individual markets, they can independently measure the success of customer campaigns. Since the calculations no longer have to be done manually, great savings in effort and better quality assurance of the results are realised. It also creates the possibility to increase customer loyalty and customer turnover through active upselling of service packages and optional extras.

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