Customer Rate Journey Strategy
This credit card company had been applying fees and rates to customers in an adhoc manner for a number of years. This was contributing to attrition as well as making the business extremely complex to run.
What we did
Beyond Analysis identifed and sorted a huge number and variety of rates and fees into a logical sequence for analysis to understand the impact and sensitivity of customers to attrite. This provided the insights to enable the development of new tailored customer journeys across five different segments.
The client has a series of automated analytical applications that run continuously over the data and deliver the variables that run the Salesforce targeting rules and thresholds to deliver tailored customer journeys for each customer.
They are a relatively small consultancy, but they feel larger because of their resources and skill set.
Head of Strategy