Customer retention, loyalty, churn

Efficient customer retention through loyalty and churn predictions

Customer loyalty is steadily declining. Ever more customers are wandering back and forth between suppliers. Price increases or competitive activity have an immediate impact on the customer base.

You can counteract this trend with structured measures to prevent migration.

Effective customer retention is primarily a matter of the correct allocation of loyalty marketing activities. This requires pre-identification of potential churners i.e. before the expected cancellation takes place.

Dastani Consulting develops migration prediction models that forecast the likelihood of churn on an individual basis and determine profiles of potential churners. 

With this tool, you can prepare your customer retention activities effectively:

- Directing your retention activities to customers who are planning – or showing a strong willingness – to migrate in the future

- Recognising potential churners in the data base early on, so loss of profitability and earnings can be avoided

- Retaining stable customers in their existing contracts in order to maximise profitability.

Discounts to boost retention as well as other costly measures are therefore only applied where they genuinely contribute to a strengthening of loyalty. Return on investment improves significantly with this precisely targeted retention, which means your measures will pay off. Churn will be curbed, stabilising your customer base.