Customer Analytics
Your customers are the heart of your business, if you don't understand what drives their behaviour then you don't know where to focus your attention.
We don't stop at user interviews and surveys, we model real-time behaviour. Predicting churn, segmenting by impact, and delivering actionable insights that drive customer success.
What we do
Does this sound familiar?
Lifetime Value that doesn't stack up
You're assuming a one size fits all approach to lifetime value, trusting that a static prediction of unit econimics captures the complexity of your customers.
Your only lever for growth is to add more customers, because you can't isolate high value individuals from the group.
Diagnosis:Static LTVs that don't identify high value customers
By the time you identify churn, it's too late
You're trying to plug a leaky bucket, but by the time you intervene? the customer is already out the door.
You're spending time and sacrificing margin to win them back, while others continue to leave. You don't understand the 'why' behind the churn, only the margin hit that you're willing to take to avoid it.
Diagnosis:You're reacting to churn, not preventing it
You don't know which users to prioritise
You understand the macro level customer behaviours, but you can't tease out the different groups of users and the value that they drive.
You're investing wholesale into all your customers with the same experience, hoping that it resonantes with the value drivers.
Diagnosis:You're treating everyone the same, and leaving value on the table
You don't know the right messaging cadence
Everyone gets the same email cadence, the same win-back, the same discount. High-value customers feel spammed and low-value customers don't feel seen.
Customers become numb to your communications, and you're left with low engagement even if you're targeting them with the right offering.
Diagnosis:Your customers need tailored engagment
You drive window shoppers, not customers
Your acquisition efforts optimise for clicks, leads, or sign-ups. You can drive traffic, but you're just delivering leads that have to be converted.
Your cost to acquire blows out with spend on prospects that aren't ready to, or won't ever conver to high value customers.
Diagnosis:You're buying visits instead of intent
How we drive customer insight
Actionable segmentation and predictions
Resolve
Identity resolution, event modelling, and a clean 360 degree view of your customers in your warehouse. You need to stitch together a single customer view before you can understand them.
Model
Explainable CLV, Churn, Propensity, and Cohort models. We don't ship black boxes, we build interpretable models that drive impact and business understanding.
Activate
Scores that live in your toolkit, from your CRM and CDP, to your Ad Platforms and CS tools. Don't wait for a data extract, get the insights you need in places you action them.
Know thy customer. Then know what they're about to do.
Frequently asked questions
Customer analytics, demystified
While you can understand the value of your customers by looking at the revenue they drive, CLV / LTV models identify the traits that drive user behaviour and predict future value not just their current state.
We train models based on your real data and reinforce them with feedback loops that balance accuracy with early detection. No model can perfectly predict the future, but we build outputs that enable early intervention rather than 100% certainty.
If you don't have the appropriate data resourcing, we can provide ongoing support for these models and pipelines. Our goal is always that you own your data and the models built off of it, not us, but we can flex to fit gaps in your capabilities.
Our wheelhouse is Python, but we want to build into your systems and tools so that you can own it. We have experience with a range of tools and platforms, and can work with you to build fit for purpose outputs.
We offer data engineering services to help pipe and clean your data for effective modelling. While we can build models from static sources, impact is maximised from live interconnected data sets in the tools you use.
Ready to start with customer analytics?
Tell us where you are today and what you're trying to fix. We'll show you exactly how we'd plan, execute, and measure.
- No commitment required
- Speak to a senior consultant
- Get a rough scope and timeline
