Customer Behaviour Analytics
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Analytics and information management present a significant opportunity for automakers to use quantitative techniques to support the planning of interventions across the customer lifecyle:
– Understanding the potential value of different customer segments
– Using the knowledge to strategically target new customers whilst maintaining the loyalty of existing customers
– Improving customer experience to drive retention.
Benefits for the company
To succeed automakers have to fully understand customer needs and behviours in order to develop a single view of the customer and thereby build compelling, differentiated offers throughout the sale and ownership cycle which are relevant in today’s digital environment.
Feasability
High
Type of expertise/ AI domain
Retention Analysis, Prediction, Customer Segmentation, Sentiment Analysis
Internal data required
Customer Historic Purchases, Customer Scoring, behaviour and Recommendation Data
External data possible
Social Media Data
Streamlining customer information and using it to your advantage is key for the automotive industry. Customers undergo thorough research before making the final buying decision. It generates a huge volume of information the automakers can leverage to both understand the competition and trends that are driving the industry.