Studies have shown that customer attrition is double ordinary levels in the first 90 days following account opening and that 43% of all cross-selling occurs at the point of opening. "Onboarding" customers during their first months as your customer is the way to cement long lasting, profitable relationships. PNT provides a complete and thorough integration of the database management, measurement and analysis and communciation capabilities. Outsource the mechanics to us while you focus on your customers and your core capabilities.
The Challenge
- Keeping track of what messages to send to which customers is too complex for our CRM to handle
- How do we know what channel and what message is appropriate for which customer and when?
- Our current vendor provides segmentation, but how do we create profiles to customize our communications?
- How can we measure the impact of our onboarding programs and prove their positive ROI impact?
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PNT's Solution
- Leverage our expertise in customer data to develop unique customer profiles by segment
- Customize an appropriate stream of communications through multiple channels,as appropriate (letters/postards, e-mail, acct. rep. reminders, phone, etc.) timed to key relationship dates and customer triggers
- Personalize the communications and offers based on data modeling and customer input so tthat each customer feels every message has importance and you truly understand their needs
- Monitor response rates and customer profitability by segment with high, measurable ROI
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