Overview
An innovative productized solution for marketing, product, sales and customer experience teams
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Clusters of customers
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The innovative cornerstone of the application is to automatically detect clusters of
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customers at risk of churning and down-selling,
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customers having a potential for up-selling and cross-selling.
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Beyond the churn and next best action scoring, the application allows marketing, product, sales and customer experience teams to understand and analyze the root causes of churn, down-selling, up-selling and cross-selling in order to optimized retention and commercial performance
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End to end application
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Automatically detect customer clusters based on churn or up-selling and cross-selling factors, which are continuously measured and evolve with market / and customer situations
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Continuously design and run targeted commercial and care actions on specific customer micro-segments identified through clusters
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Track and monitor the impact of these commercial and care actions on churn and ARPU dynamics, with continuous improvement feedback
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Open data model
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Open & flexible data model with BSS and OSS items, including:
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Customer and contract
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Billing and payment
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Offer features and allowances
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Usages
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Touchpoints and channels
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Care and support interventions
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Customer feedbacks and NPS
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QoE indicators
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Network and service incidents
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CPE and mobile devices
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Market offer and promotion
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These data items can be progressively fulfilled through the application set up and enriched based on the needs and resources of each client
Product features

Discover Clusters
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Automatic generation of customer clusters for churn, down-selling, up-selling & cross-selling
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Factor analysis & comparison with test groups
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Root cause analysis based on multiple factor combinations
Design action plans
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Create targeted commercial and care actions
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Select a sub-group or micro-segment of customers to be targeted by each action
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Validate actions with the business case simulator
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Integrate actions with CRM, marketing and campaign management tools
