Large utility networks have millions of customers of all shapes, sizes and behaviours. Big ones. Small ones. Medium-sized ones. Some who spend lots of money. Individuals. Hospitals. Schools. Sports clubs.
Knowing who your customer is critical to knowing what network to build and how to maintain it. Your customer is the centre of your business and having a data-driven understanding of who they are, what they say, how often they complain and what they want is critical.
EXPLORE has worked with large utility networks to assist with optimising its customer base:
- How profitable are the different segments?
- What customer segments make the most sense?
- Who to target with what product?
- Who to phone when and with what message?