Initial Situation
An international ITK provider was confronted with a sharp increase in the number of terminations in the consumer segment in the face of increasing cut-throat competition in the industry. This situation needed to be analyzed from a market perspective, but also in terms of internal processes and data quality.
GP+S Services
- Analysis of churn drivers along the customer journey based on internal insights and market data
- Identification and testing of action and optimization approaches
- Further development of forecast models
- Recording and documentation of actual processes and development of target processes in customer management
Results
- Development and introduction of a dashboard for forecasting, management and control of churn
- Development of an action plan to increase the loyalty of the customer base
- Documentation of the optimized target processes
YOUR CONTACT
Jennifer Egenolf
GP+S Consulting GmbH
Nehringstraße 2
61352 Bad Homburg
