Customer On-Boarding

Many organizations believe that, once a prospect becomes a customer, the customer care process is complete.  In the early phases of a customer’s life, companies increasingly need to leverage key information (e.g., behavioral data, prospect data, campaign and response results) in order to develop an accurate projection of customer value growth potential over time.

More importantly, this information guides the organization in its efforts to maximize customer profitability, minimize churn, and assess the customer’s ongoing needs and priorities. By providing a personalized and powerful customer experience, Customer Chemistry helps companies enhance satisfaction, strengthen loyalty, and lay the foundations for enduring profitability.

Customer Chemistry’s on-boarding approach includes profit migration and product mix relevance assessment in its approach.  Profit migration analysis helps companies understand how to maximize current profit streams. This approach provides a baseline for identifying customers that migrate between value segments, as well as those that remain within the same segments for extended periods. More importantly, it reveals the root causes of migration between value segments and enables organizations to use this information to positively affect customers predisposed to migrate.

Relevant product mix is also another critical element in successful on-boarding, to maximize customer satisfaction.  Customer Chemistry’s approach provides the foundation for assessing the effect of product mix on specific segments, in order to increase current profit streams.  By reviewing the product mix of individual segment clusters, organizations can evaluate how each product mix contributes to or detracts from profitability and customer satisfaction.

For more information about DHSoft’s Customer Chemistry, Customer On-Boarding, click here.