Customer Retention


Background and initial SITUATION

Customer disaffection (churn) increases in a fiercely competitive market

Central causes

  • No attractive or approved offers for customers who are willing to leave other companies
  • Low level of activity for customer retention at the Point of Sale
  • No systematic organization of customer retention activities
  • No standardized reporting of customer retention activities and related benefits


  • Creation of an attractive and consistent offer in case of possible customer migration
  • Mystery Shopping campaign with tracking of defined measures ·       Introduction of an attractive incentive system
  • Streamlined and unified organization of activities for customer retention ·       Consistent reporting

added value for company and customerS

  • Reduction of customer churn by 5% and first reversal of previous trend for many years
  • Hard benefit of more than 8.7 Mill. EUR