Grow Customer Portfolios with Insights & Analytics

Insights by SUPERFLUID LABS | www.superfluid.io
1
Introduction to Customer Insights, Analytics and Segmentation
THEME: GROWING AND RETAINING VALUABLE CUSTOMER PORTFOLIOS
WIN WITH DATA WEBINAR SERIES
Session 01:

YVETTE KONDOH
Data Scientist
Superfluid Labs
BSc. Actuarial Science
MS Applied Statistics
MICHAEL B. NYANTAKYI
Business Dev/Analyst
Superfluid Labs
BSc. Finance
MSc. Dev. Finance
ACIB (Chartered Banker)
MODERATOR & COORDINATORS
LEWIS OCHIENG
UI & Graphics
Superfluid Labs
BSc. Design Technology of
Design

3
WINIFRED KOTIN
COO
SUPERFLUID LABS
GILBERT LANGAT
Data Science Manager
SUPERFLUID LABS
SPEAKERS
MS Mathematical Sciences
MS Mathematics
BSc. Computer Science
MBA Finance

Session Outline
4
Introduction and Overview
• Superfluid Labs
• Customer Insights, Analytics and Segmentation
• Why Customer Insights, Analytics and Segmentation?
Application in Business
• Real-Life Business Examples
Introduction to SuperScore - Customer Insights Automation Platform
Questions and Answers

Introduction and Overview
Copyright (c) 2020 5

We’re a data analytics firm that facilitates enterprises to develop digital platforms and
new customer solutions driven by data, machine-learning and AI
OUR MISSION: To expand opportunity for people and businesses through the
power of data
GERMANY・ GHANA・KENYA

Our Vision
To be the preferred data-driven solutions partner for the most impactful
organizations
Industries and SDG Impact
Financial Services| Retail & Commerce| Agribusiness | Clean Energy |Technology

Global Validations and Recognitions of Superfluid Labs
8
Selected External Awards & Programs
▪ London Stock Exchange Group Award as 2019
Companies to Inspire Africa (Jan 2019)
▪ USAID AI and ML Advisory Panel, DC (May 2019)
▪ 21st
Century Icon Awards, London (Sept 2019)
Best data analytics and credit
scoring startup company at
2020 Africa Tech Summit Kigali
Secured opportunity for commercial pilot of the platform
for ENGIE’s business in Africa (Feb 2020)

Customer Insights, Analytics
and Segmentation

What
would you do today if
you could retain over
90% of acquired
customers and optimize
those relationships for
profit?

A 5% increase in Customer
Retention increases Profits by
up to 95%
According to studies by Bain & Company, along with Earl Sasser of the
Harvard Business School:
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Why Customer Insights and Analytics is Key for Business Success
• Every business success comes from satisfied customers
• Without a deep understanding of customer behaviours, habits and
preferences, it is almost impossible to satisfy customers and achieve
customer retention.
Investment
Product
Loans

What is Customer Insights?
Customer Insights is the understanding of the profiles of customers
(beyond who they are) in the portfolio of a business based on the
following:
1. Their buying/transaction behaviours.
2. Interactions with the business across multiple touch points.
3. Understanding of their needs based on products and services they
pay for, how and at what times they do.
4. Understanding of their specific attributes and behaviour patterns.
Copyright (c) 2020 | 13

Understanding
Provide the business
with better and
enhanced
understanding of
varied customers
and customer
segments
Retention
Increase customer
retention due to
reveled intricate
details of customer
behaviours, insights
and predict
propensity for
product uptake and
likely churn
Innovate
Innovate services
and products from
identified customer
behaviors to drive
growth and gain
competitive
advantage
Profit
Increase the lifetime
value of customers
(total profitability)
acquired through
customer profitability
analysis and
predictions
Reduce
Reduce marketing
and customer
acquisition expenses
by providing profiles
of profitable
customers to guide
customer acquisition
campaigns and
marketing
Why Customer Insights is Relevant

Examples of Businesses using Customer Insights Effectively
Effective Targeting | Cross-Selling | Marketing Cost Reduction | Retention | Loyalty | Innovation
Designing more
personalized styles
based on customer
feedback data to
achieve retention and
loyalty
Innovating new drink
flavours on beyond
spot drinks and
putting up vending
machines at
strategic locations
like nightclubs
Upselling
business
class tickets with
innovations based
on data of
frequent flyers to
achieve loyalty
and retention
Delivering
Personalized
Content based
viewing insights
per customers for
loyalty and
retention
Upselling
mortgages
based on
increasing
income levels
and marital
status

Business growth
from
retained customers
is possible with
actionable
and
timely insights

Automated Solution for Customer Insights,
Analytics and Segmentation Platform

: What is it?
A dynamic customer analytics, insights and scoring platform that
allows various enterprise stakeholders to drive business growth
through
• Actionable Automated Customer Insights
• Segmentation
• Analytics and Scoring
• On Demand Analysis
From Customer, Business and Product Data
The intelligent platform empowers enterprises to serve, retain,
innovate and lend to valuable customers.

DEMO
https://insights.superscore.me

Q&A
Kindly type your questions in the chat portion which will be
answered. Thank you
Complete Short Survey or Request Trial Account for SuperScore™ at
bit.ly/superfluid-customer-insights

21
Question
How do I get a clear cut definition of how to identify and
nurture a profitable customer.
Analyse customer and business data for following:
1. Find the customers who engage/transact most frequently and their
attributes and their unique behaviours
2. Find what they pay for and how often they do (How they engage
with the business)
3. Innovate strategies to retain them based on the findings above e.g
discounts, affiliated services and offerings etc
4. Offer loyalty benefits and make switching to competitors difficult

Some Next Steps
Join our online community for future updates
Follow Us Online @SuperFluidLabs
Email : academy@superfluid.io
https://www.linkedin.com/company/superfluid-labs/
Complete Short Survey or Request Trial Account for SuperScore™ at
bit.ly/superfluid-customer-insights

Grow Customer Portfolios with Insights & Analytics

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