3% growth in CLTV, 18% reduction in churn & efficiencies in customer service costs

The client wanted to drive business impact by understanding customer lifetime value (CLTV) variance across their client base and the influence of key drivers.

We mapped CLTV into revenue, retention, and cost themes, deployed ML models to target growth and efficiency, and embedded test-and-learn processes for continual improvement.

Results

3% growth in CLTV within the first 6 months
18% reduction in churn & 12% increase in contact centre save rates
9% reduction in call handling times

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0345 838 1136

info@lynchpin.com

About the author

Lynchpin

Lynchpin integrates data science, engineering and strategy capabilities to solve our clients’ analytics challenges. By bringing together complementary expertise we help improve long term analytics maturity while delivering practical results in areas such as multichannel measurement, customer segmentation, forecasting, pricing optimisation, attribution and personalisation.

Our services span the full data lifecycle from technology architecture and integration through to advanced analytics and machine learning to drive effective decisions.

We customise our approach to address each client’s unique situation and requirements, extending and complementing their internal capabilities. Our practical experience enables us to effectively bridge the gaps between commercial, analytical, legal and technical teams. The result is a flexible partnership anchored to clear and valuable outcomes for our clients.

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