Customer Lifecycle Consulting
Understand consumer behaviour through data and analytics
Understanding your customers has never been more important than in today’s digitised world.
This is because modern-day consumers expect communication, services and offers that are customised to meet their specific needs and behaviours and they have become increasingly frustrated with brands that don’t deliver on the expectation. Brands that satisfy these expectations gain long-term loyal customers, while those that don’t experience quite the opposite and put their brand at risk.
Principa has over the years seen the huge impact data and analytics can have on providing businesses with a better understanding of how to improve new customer acquisition, and how to upsell, service and retain customers. Improvement of the entire customer life-cycle can be achieved through the use of advanced analytical techniques, specialised software and additional data sources. And this is exactly where Principa’s team of consultants can help you.
Our consultants may not necessarily be experts in your specific business, but they are certainly experts in understanding how data, software and analytics can help your business transform from the old world to the new digital world. Depending on each customer’s requirement, executive buy-in and budget, this exciting journey can be completed in smaller bite-size projects (one life-cycle stage at a time) or as a once-off project (an “all-in” approach that includes the entire life-cycle). Whatever the requirement, we will be able to assist.
Our Consulting Offering
Our offering is primarily aimed at companies that have a large consumer base (B to C). Typically, our advisors will consult with key role players to gain an excellent understanding of the current state of the organisation in terms of the “as is” customer life-cycle journey. This may include only parts of the journey (such as new customer acquisition) or the entire life-cycle journey – depending on each customer assignment. The scope of each assignment is strictly limited to the data, data management, analytical components and, in certain cases, channel use. Advisory outcomes are detailed in a report that talks to opportunities that will improve the current state through use of new analytical methods, machine learning, additional data sources and the use of specialised technology.