Course Description

The average business loses between 10 and 30 per cent of its customers each year, but often they do not know which customers they have lost, when they were lost, why they were lost, or how much sales revenue and profit this customer decay has cost them. Far from worrying about customers they are losing, most companies have traditionally placed more emphasis on winning new customers. In this course, we shall use analytic techniques to conduct customer behaviour analytics, customer satisfaction analytics, customer loyalty analytics, customer profitability analytics, and customer churn analytics.

Expected Learning Outcomes

At the end of the session, participants will be able to:

  1. Understand and develop methods for identifying changing customer requirements and expectations;
  2. Appreciate the and perform robust analysis of the lifetime value of their customers;
  3. Align customer satisfaction with the organization’s goals and strategies;
  4. Set up systematic methods of identifying, measuring, benchmarking, managing and monitoring customer requirements and satisfaction to improve profit and beat the competition;
  5. Explore automatic customer value segmentation, specifically how it is built and leveraged;
  6. Effectively predict customer behavior and preferences;
  7. Develop effective customer loyalty programs