See how the Australia Post created 360 degree view of customers. This allowed them to identify buying patterns & target for upsell/cross sell.
Challenges
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Master Data for Single View of Customer
- Inability to attribute multiple products (from one or more operational systems) to the same customer
- Inconsistent method to link and search customer records to derive a combined view of a customer’s interactions with AP
- Inability to readily provide accurate customer information for viewing, reports, statistics, and analytics
Strategy
Improve Customer Growth and Retention
- Better personalize content and market to the known consumer base (individuals and businesses)
- Integrated view with access to product holdings, preferences, relationships, contact details attributed to the same customer
- Identify product associations for cross−sell and upsell
- Understand patterns and behaviors (e.g., indicators of churn)
Technologies
- Microsoft SQL Server
