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1、CUSTOMERISMONEYAbriefsharingofretentionCreditcardindustryasexample©2012YanXi.AllRightsReserved.Email:xiyancn@gmail.com:Yan80shttp://weibo.com/u/1869326815新浪微博:Yan80shttp://weibo.com/u/1869326815ALITTLEABOUTME1.5yearsexperienceinRiskBIat2.5yearsexperienceinportfolioriskma
2、nagement&marketingin3yearsacademicresearchinginDataMining&PatternRecognition1yearsoftwaredevelopmentexperienceinaXXXNationalMinistryofPRC新浪微博:Yan80shttp://weibo.com/u/1869326815OUTLINECRMLIFECYCLEConceptClassic4-stagelifecycleBenefitRequirementsRETENTIONABOUTMODELINGValu
3、eCRISP-DMAttritionreasonProductivityStrategy新浪微博:Yan80shttp://weibo.com/u/1869326815CRMHISTORYBENEFITSREQUIREMENTSProposedbyGartnerEfficiencyimprovementSupportfromthebossGroupin1980s–contact•AutomatedConcentratedinmanagementprocessingflowprocessingdesigningCallcentrebase
4、d•Broaderinner•Tech.isnotthebusinesscustomercarein1990sinformationsharingsolutionPopulatedin2000sMarketingdevelopment•Tech.is‘picked’not•Getbiggermarketing‘fixed’•RenewalofconceptsharevianewTeam•Informationtech.businessactivities•‘EightImmortals’•E-eraRetention•Rightchan
5、nel,righttime,rightproduct新浪微博:Yan80shttp://weibo.com/u/1869326815CUSTOMERLIFECYCLEAcquisitionPortfolioRetentionWrite-off/RecoveryManagement•Whototarget•Riskmanagement•Attritiondetection•Chargeoff•Decreasingrisk•Whatproductsexposure•Retentionstrategy•Collectiontooffer•Pr
6、omotion(products,price,•Marketing•Channelpromotion)•Feeproductcross/up/deepsell•Howtooffer•Increasingtheproductsusage/loyaltyDatadrivenDatadrivenDatadrivenDatadriven新浪微博:Yan80shttp://weibo.com/u/1869326815WHYRETENTIONCHALLENGESOPPORTUNITIES25,000,000accountsleavingyearly
7、$750,000,000replacementcost22daysaccountlifedecreasing=1monthaccountlifeincreasing=$2,000,000,000capitallost$75,000,000netincomeAcquiringanewcustomercosts3-10timesretainingamaturecustomer新浪微博:Yan80shttp://weibo.com/u/1869326815TYPEOFATTRITIONDatadrivenInitiative(Causedby
8、competition)CustomizedproductsCompetitorsprovide:AttractiveInitiativeAttr.CompetitionLowerpricepromotio
