Quantium offers a wide range of analytical, strategic and commercial services which deal with all aspects of customer management and growth. We take a customised approach to each assignment and ensure that every project is set in the appropriate market context.
We have experience across every stage of the customer lifecycle, from initial acquisition, to usage, cross sales and retention. From a perspective of understanding customer value, we identify the appropriate investments to make at a customer, segment or product level at each point in their relationship.
Quantium is able to deal with data from all internal sources and where appropriate external sources too, often extracting and manipulating data directly. We use the most appropriate and sophisticated techniques to identify the profiles, timing and behavioural triggers behind the creation of strong customer relationships.
We frequently help clients identify the 'best' customers to acquire, their profiles, channels through which to reach them and their potential value. We build potential lifetime value models to identify which customers appear to offer the greatest future value.
Using these techniques, we are able to advise the different acquisition spend which might be appropriate for different customers, buying different products through different channels.
In addition to using internal client data we have our own proprietary socio-economic variables, QVariables™, which we use to supplement our analysis. These variables are based on information from a range of sources including the latest Census.
We have a proven capability in identifying which client customers are at greatest risk of reducing their purchase behaviour or churning altogether.
Understanding the hierarchy of causes of churn at an individual customer level allows different activities and timing to different customers, according to their risk scores and causes of that risk.
Identifying customer value contribution, combined with churn probability enables the identification of a combined metric which we call ValueAtRisk™. This is often of greater use in identifying the most appropriate retention investment and activity.
Profiling which customers would be open to which up-sell and cross sell offers enables efficient marketing investment in this area.
We can calculate the revenue and profit effects of additional sales to the same customer in both direct terms as well as through enhanced retention effects.
We have also frequently identified the times at which customers are most susceptible to specific offers. This can lead to sales efforts being seen by customers as a service contact!
We believe in creating segmentation frameworks, which comprise broad-based customer groups unified by a few key variables.
Additionally, we create lenses through which to view these customers for many specific purposes – retention, cross-sales etc.
We bring customers within each segment to life by illustrating their profile, consumption behaviour and motivations. We call these snapshots CustomerDNA™.
We also have techniques which match customers’ observed behaviours with their reported motivations. This technique often requires the fusion of data analysis with market research.
Identifying customer wallet size and shape also allows the calculation of current ‘share of customer’ and potential value measures.
Having identified the most appropriate prospects or customers to contact from a value or risk perspective, the next logical step is to identify which customers respond best to which types of contact, or which types of offer or creative.
We use proprietary experimental design techniques to assist clients in designing an appropriate set of campaign segments to test which combinations of communication, offer and creative work best for which individual customers. We then employ advanced statistical methods to optimise campaign design going forward.
We regularly provide tools to be used by clients to make ongoing business decisions, integrating our modelling and insights through decision support systems.
We find that these tools allow non-technical staff to understand the implications of different strategies on pricing and communications activity.
Additionally, we sometimes provide resources to clients for interim assignments, working on-site and fully integrated with internal teams.
We always focus on the enabling of client teams, the fast tracking of activities and knowledge transfer.
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