Customer

Analytics with
SPSS Modeler
Chiranjeev Sharma
The Customer
Challenge
ACQUIRE MAINTAIN CONTROL
Why so much
investment on
customer ?
What was
Customer
Experience a
decade back ?
Consumers are
the real drivers
now.
Consumer
Experience
Framework -
Today
  Identify customer segments based on operational and attitudinal
information (segment by value, behaviour, demographics and
attitude)
Acquire the
ideal customer  Create predictive profiles of each segment (identify how we can
cater to them)

 Predict the best way to win the right customer(what types of

customer to attract, predict which marketing program to start,
improve conversion rate)
  Create prediction-based customer growth strategy

Grow Customer  Discover product affinities

lifetime value  Predict how segments will change over time

 Predict response to marketing programs

 Grow relationships
Retain loyal and
profitable
customers  Create a prediction based retention and attrition strategy

 Conduct and analyse satisfaction surveys.

Lets start with IBM SPSS Modeler now