DSC763: A telecommunication company, MAYS Private Limited, wants to improve its customer experience with services: Customer Analytics Case Study, UiTM, Malaysia
| University | Universiti Teknologi MARA (UiTM) |
| Subject | DSC763: Customer Analytics |
A telecommunication company, MAYS Private Limited, wants to improve its customer experience with services and increase the Net Promoter Score.
Therefore, the Head of the Consumer Business division has proposed a Customer Analytics project for the company. With this project, the company is able to:
- Calculate NPS based on customer feedback surveys and analyze the results to identify areas for improvement.
- Segment customers into different groups based on NPS scores and analyze the factors that contribute to high or low scores.
- Analyze call logs to identify common customer complaints and network issues and use this information to improve network quality and resolve customer issues more effectively.
- Use billing information to analyze customer spending patterns and identify opportunities for upselling and cross-selling.
- Use predictive analytics to identify customers at risk of low NPS scores and proactively reach out to them with personalized offers and incentives to improve their experience.
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