Objective and Scope:

The client, a leading consumer firm, wanted to design an enterprise customer lifecycle management (CLM) dashboard for the chief marketing office (CMO) by integrating fragmented data across transactions, loyalty engagement, add-on purchases, and net promoter scores (NPS) into a unified customer data platform (CDP). The scope included developing segmentation and cohort models to track customer journey stages, predict churn, and enable personalized offers. The primary objective was to identify and nurture high-value customers while implementing targeted strategies to re-engage customers at risk of churn.

Approach:

Benori’s approach was structured into four distinct phases to ensure a methodical and scalable rollout:

• Data consolidation to create a single customer view
• Advanced segmentation and lifecycle stage definition
• Measurement and optimization of key performance indicators
• Integration of segmented data into dashboards through data pipelines with KPI-aligned visualizations

Impact:

The solution enabled the client to:

• Establish a proactive at-risk customer identification framework, supporting targeted re-engagement campaigns and improving customer retention
• Transition from generic to personalized communication, driving higher engagement and conversion rates while enabling more efficient allocation of the marketing budget