Analysing the customer database
The first step to a lasting customer relationship is a detailed analysis. Our analysis tools help AZ experts to generate knowledge from your data, which is then enriched with more than 250 attributes to provide possible customer typologies. For example: which of your customers are environmentally aware and base their decisions on ecological sustainability? Or who counts every penny? We can tell you what a typical contract-cancelling customer looks like!
Segmentation
The earlier you know which of your customers are most likely to change energy provider, the sooner you can act accordingly and develop targeted customer loyalty measures. This is why we use a scoring system to classify the different customer types. We will tell you which customers you are most at risk of losing, and which are likely to stay. By integrating external credit and purchasing power information, you can then make your customer management even more economical and take appropriate measures to improve the value of your company to your customers.
Transfer
The third step in effective churn management is the transfer of the results to date for your customer database. The scorecards are stored in the CRM system.
Enrichment
AZ Direct’s churn management helps you contact non-loyal customers before they leave and convince them to stay. The more you tailor your offer to the specific customer in question, the greater your chance of success. We can use our
AZ DIAS Market Database to further enrich your customer data. This enables you to tailor your customer loyalty measures perfectly to each individual customer. We will tell you precisely which customers to communicate with via which channels, and how often.
Application
The right measures and the right offer for each customer. Whether you choose direct mailing, telephone calls or all communication channels, an active dialogue based on AZ Direct’s churn management portfolio will reduce your cancellation rate and ensure that valuable customers remain loyal to your energy company. In addition, you can use the expertise of our neuromarketing specialists to help you shape your advertising messages to suit each customer type.
