Customer Relationship Dashboard
A Global Luxury Fashion, Beauty & Lifestyle Retailer
How to quantify and measure the quality of “customer relationships” as an opportunity to strengthen customer engagement and retention for our membership programme?
Solution
Designed metrics utilising Machine Learning to measure the current and potential value of customer relationships over a customer’s lifecycle beyond the traditional metrics - spend, behaviour and engagement.
The insights on the interactive dashboard provide a comprehensive view – with more than 62 metrics – enabling business users to develop a more customer-centric action plan.
Result
The dashboard helped the company to gather actionable insights, stimulated the use of new metrics and KPIs to evaluate customer relationships and further pushed business strategy shifts of the company for the coming years