SPSS Consultancy Team
Our Successes
SPSS Professional Services in Australia has successfully delivered a Customer Relationship Management (CRM) Predictive Analytics project to a large subscription-based organisation. The solution consisted of several components:
The on-site projects addressed both prevention of declining custom from one segment and encouragement of increasing custom from another. Firstly, we used predictive analytics together with the client’s data warehouse and business knowledge to predict which customers would churn or decline in purchase. The client then took those predicted customers and attempted to “save” them through dedicated sales channels. Secondly, we identified stable, stagnant customers and discovered up-sell opportunities that represent compelling value propositions to them. These opportunities demonstrated both that they had a compelling reason to buy (in reference to the market) and that there was a suitable offer to match. The client then took the opportunities lists and structured pilot sales programs around them.
The total time to complete this work was around three months. The client was very happy with the result as it represented many millions of dollars in increased revenue, and the cost of keeping and growing these existing customers was much less than the cost of acquiring new customers. The client has since begun spreading the same technology through other parts of their organisation.