Customer value

Module description

After the module has been activated in the CRM system, a structure is available in the default system that enables the customer segment, customer value, churn risk class and churn score of a business partner to be recorded. By connecting data providers such as Energieforen Leipzig, this information can be filled in the areas created for this purpose through imports and interfaces. The values stored for a business partner can be viewed on an infoboard tile placed on the business partner. Furthermore, it is possible to define corresponding recommendations for action in the system for specific segments, risk classes and customer value areas. If the business partner falls within the criteria defined in the recommendation, these recommendations for action are displayed on the tile and enable the customer service representatives to react adequately to the customer's needs or to initiate appropriate measures if, for example, an immediate loss of a business partner is imminent.

*"Customer value and churn score" tile on the business partner mask*

Preconditions

The entities Recommendations for Action and Customer Value, as well as the tile "Customer value and churn score" are bound to the module "Customer Value". The mentioned components are visible when the license is present and active in the system.

Delivery of sample data and structures

Deposit of recommendations for action

Entity Customer Guidance (internal Name: CustGuidance) is available in the system

The entity has no links to other entities
The entity is accessible via Administration → Modules → Recommendations for Action

^{Field name}	^{Field name internal}	^{Data type}	^Remark
Customer segment	CustomerSegment	Alphanum. Key field on customer segment	Available keys: A - customer A B - customer B C - customer C D - customer D The empty key is not allowed
Option	GuidanceType	Alphanum. Key on recommendation for action type	Reflects the type of the recommendation for action Available keys: 1 - text 2 - discount 3- campaign 4 - tariff
Customer value	CustomerValue	Integer	Valid values: 1 - 10
Churn score from	Churn ScoreFrom	Integer	Indication in % Valid values: 0 - 100 Must be less than or equal to the value in "Churn score to"
Churn score to	Churn ScoreTo	Integer	Indication in % Valid values: 0 - 100 Must be greater than or equal to the value in "Churn score to"
Churn risk class	RiskClass	Alphanum. Key field on churn risk class	Available keys: 1 - low 2 - medium 3 - high 4 - very high The empty key is not allowed
Recommendation for action	Guidance	Text	Text output for the recommendation for action on the "Customer value and churn score" tile
Discount absolute	AbsDiscount	Number	Indication in € Issued with the recommendation for action in the "Customer value and churn score" tile
Valid from	ValidFrom	Date	Must be less than or equal to the valid-to date value
Valid until	ValidTo	Date	Must be greater than or equal to the valid-from date value Field can remain empty (= no end of the validity period of a recommendation for action)
Bad debt score from	BadDebScoreFrom	Number	Indication in %
Bad debt score to	BadDebScoreTo	Number	Indication in %

Recommendations for action example

Sample recommended actions are delivered with the module so that the visualization of the values can be tested directly on the tile without the need for prior data maintenance. The recommendations for action can be deleted and edited by administrators or authorized users

^PK	^Option	^{Customer segment}	^{Valid from}	^{Valid until}	^{Customer value}	^{Risk class}	^{Churn score to}	^{Recommendation for action}	^{Discount absolute}
C01ExampleCuGu	Text	A	January 01, 1970*	(empty)	(empty)	1	100	Personal provision call or personal cover letter for customer loyalty during the contract period
C02ExampleCuGu	Tariff	A	January 01, 1970	(empty)	(empty)	1	100	Offer tariff optimization in the event of a query from the customer
C03ExampleCuGu	Text	B	January 01, 1970	(empty)	(empty)	1	100	Actively make cross-selling quotes
C04ExampleCuGu	Campaign	B	January 01, 1970	(empty)	(empty)	3	100	Add to the customer loyalty campaign before reaching the termination period
C05ExampleCuGu	Discount	C	January 01, 1970	(empty)	(empty)	3	100	Decoy offers with loyalty discounts, duration 5 years	50
C06ExampleCuGu	Discount	C	January 01, 1970	(empty)	(empty)	3	100	Offer premium service without additional fees in the first year	50
C07ExampleCuGu	Text	D	January 01, 1970	(empty)	(empty)	4	100	Act passively

* Unlimited valid

Visualization of customer value information and recommendations for action on the business partner

An infoboard tile is available to visualize the customer value and churn score information

The infoboard tile can be placed on an infoboard on the detail mask of a business partner
The infoboard tile can be placed on the infoboard of the telephony inbound dialog

The tile displays the following information from the most current customer value dataset for the opened business partner

No customer value dataset available/immediate:
- Note text "No customer value data found."
Customer value dataset available/immediate:
- Customer segment in the form of a badge
  - Customer A: Green
  - Customer B: Yellow
  - Customer C: Orange
  - Customer D: Red
- Customer value based on the mapping of the value on a scale with color gradient
  - 1 - rot
  - 10 - green
  - Shades of grey if the value is not maintained in the customer value dataset
- Churn risk class in the form of a badge
  - low: Green
  - medium: Yellow
  - high: Orange
  - very high: Red
- Churn score based on the mapping of the value on a scale with color gradient
  - 0 - green
  - 100 - red
- Available recommendations for action
  - Note text, if none to the customer value information of the business partner can be determined
  - Suitable recommendations for action are listed (recommendation for action and discount, if stored)
    - Recommendations for action are displayed when
      - the current date falls within the validity range stored in the recommendation for action AND
      - the customer segment in the most current customer value dataset matches the customer value segment of a recommended action AND
      - the churn risk class in the most current customer value dataset matches the customer value segment of a recommended action AND
      - The churn score in the most current customer value dataset falls within the churn score range of a recommendation for action

*Detail view 'Recommendation for Action'*

There are more tiles on the business partner mask, which show the path of customer value and churn score.
Furthermore, the above mentioned already existing tile "Customer value and churn score" will be added to the infoboard of the CTI dialog.

CTI dialog

On the CTI telephony inbound dialog for business partners, the tile "Customer value and churn score" is placed on the associated infoboard above the already existing tile "Caller information".
This displays customer value information and recommendations for actions for the calling business partner.
Requirements: The Customer value module is active, customer value datasets are available for the business partner. Otherwise, an "EmptyState" is displayed.