'Fee' as attrition driver
Client valued upskilling
Satisfaction acknowledged
A bank had a dominant share of young adults, but the proportion declined in older age groups. As customer profitability peaks in the 35-45 age group, where customer lifetime value (CLV) is highest, this trend raised concerns and highlighted a significant opportunity to acquire and retain more profitable customer segments.
Key challenges
Maximizing customer profitability
Declining proportion of customers in older age groups
Addressing customer retention to capture higher CLV
The solution
Unified customer view
Improved service
Identified key events
Focused on timely retention
Data integration and hypothesis
Integrated data sources
Developed cross-vertical hypotheses
Analyzed target customers
1
Modeling and sequence mining
Used Java for modeling
Analyzed retention impact
Mined attrition events
2
Customer profiling
Profiled customers
Tracked attrition behaviors
Identified triggers
3
Event detection and retention
Identified attrition events
Focused on behaviors
Applied retention strategies
Client upskilling
Sharp team skills
Monthly training
Acknowledged for development
Insights on attrition
Identified ‘fee’ as driver
Provided retention insights.
Behavior understanding
Analysis outcome
Analytics driven
Future strategies
