— Case Study
×Customer Analytics Program
A leading European bank decided to improve its customer analytics capabilities as part of its customer management strategy. Understanding that customer analytics lies at the core of data-driven customer management, they decided to invest in data strategy, developing analytical models and in-house capabilities to maintain customer analytics function.
Our Approach
After a comprehensive assessment and review of available capabilities, a roadmap was presented. As part of the short-term milestones, customer segmentation models (value and behavior) were built and applied to the entire customer base. After implementation of customer segmentation models, product propensity models were built for better cross-sell and up-sell targeting. Data strategy and data system designs were delivered to streamline implemented models and enable further customer analytics initiatives. Trainings and capability development workshops were conducted to ensure the in-house accumulation of analytics capabilities.
Business Impact
The implemented customer analytics models and capabilities developed enabled the client to be more customer-focused and have been a key factor in the customer-centric transformation. The client has started to act on data-driven and fact-based findings for customer management.
Read our approach to the issue
With our capability building services we assist organizations in becoming more agile in response to changes in the marketplace, rapidly adjusting their actions across commercial operations.
In essence, we embed key capabilities within the organization through three delivery models.
Solution Boxes
Solution boxes contain business models already implemented in previous engagements hence no time is wasted on solving already answered issues. In this delivery model, expected outcomes are well defined prior to the engagement and the client has the information required to run the solution box. Deployment is simply a matter of configuration and handover effort.
Solution Toolkits / Diagnostic Tools
Solution toolkits or diagnosis tools are similar, in that they are also compiled from previous engagements. They include global best practice and outcomes of our research and development initiatives. In this delivery model expected outcomes are well defined, but the client does not possess either sufficient or adequate information to run the solution. Deployment is part of an advisory services engagement.
Employee Skills Uplift Programs
Employee skills uplift programs help organizations to build the necessary skills to run commercial initiatives on their own, beginning under the guidance of Maven Partners experts with experience in the specific business challenge. These programs are not just seminars or training exercises, but are customized programs specifically focused on knowledge transfer via expert guidance.