Automotive
Customer Analytics
The client, a large automobile dealer, was experiencing high customer attrition and low engagement. Many customers did not return for service after purchasing their vehicles, leading to significant revenue loss in after-sales services.
The client aimed to develop a deeper understanding of their customers and their aspirations to create targeted marketing programs that would increase customer retention.
The project was executed in four stages:
CLTV analysis, using Net Present Value (NPV), helped estimate customer value and identify the right customers for targeted marketing. The CLTV model, combined with Survival Analysis and Customer Survey insights, served as the foundation for a new customer engagement initiative which was implemented for one year.