Development and Implementation of a Customer Matrix

We supported a telecommunications provider in the development and implementation of a customer matrix for the Customer Relationship Management (CRM) systems. Customer value and the probablility of contract termination for each end customer are recalculated every day in the Data Warehouse and transmitted to the CRM systems. Agents in the Service Centre and Point of Sales receive valuable information about the end customer and have the best possible support for providing personal customer care. The customer matrix also allows the CRM team to define standard strategies and to specify individual customer offers.