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Analytics services for hospitality


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Analytics in hospitality can be used for
1. Customer Segmentation
2.Cross-Sell and Up-Sell
3.Customer Retention and Loyalty
5.Forecasting and Optimization
6.Campaign Management
7.Customer Life time value

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Analytics services for hospitality

  1. 1. The Power of Analytics Clarity on constantly evolving Business DynamicsData Disabled Decisions Data backed decisions are more contemplative and thus wiser Data Enabled Decisions Copyright © Gmid Associates. 2
  2. 2. Agenda• About the Company• Capabilities – Service Offerings in Pre-Paid – Service Offerings in Post Paid and Data business• Sample Case Study: Prepaid Churn Prediction – Problem Description – Methodology – Validation – Implementation• Case Studies• Clientele Copyright © Gmid Associates. 3
  3. 3. About the CompanyGmid Associates combines industry knowledge, advanced analytics, and technology todeliver solutions that enable our clients to take better business decisions. Usingtechniques in statistics, econometrics, and operations research we help embed DataDriven capabilities into the decision making processes of our customers.Some of the benefits of associating with us are -  In-depth domain expertise in Telecom and BFSI  Superior product and service quality  Highly qualified and experienced team  Significantly less turnaround time  Price advantage over established players Copyright © Gmid Associates. 4
  4. 4. Overview – GmidExperienced Team - Delivery Across theProfessionals with 7 years of International Experience Globe – Analytics PartnerIndustry Knowhow – Best Talent of the nation – Graduates from IITs and IIMsComplete Lifecycle of Industry Copyright © Gmid Associates. 5
  5. 5. Not just support, WE are a part of YOU • Prompt Client Communication • Round The clock Delivery • Strict Quality Control Mechanisms • Process-Oriented Work Environment Copyright © Gmid Associates. 6
  6. 6. Capabilities Customer Segmentation Cross-Sell And Up-Sell Customer Retention and LoyaltyForecasting Lifetime Valueand of customerOptimization Churn /Retention Analysis Copyright © Gmid Associates. 7
  7. 7. Service Offerings In Hospitality Customer Segmentation Cross-Sell And Up-Sell Customer Retention and Loyalty Forecasting and Optimization Campaign Management Customer Life time value Copyright © Gmid Associates. 8
  8. 8. Customer SegmentationProblem Description• For any effective campaign, proper customer segmentation is a must. The major challenge is to recognize the preferences of its customers and then to effectively offer the products and services that enhance customer satisfaction and sales.How will the Model Help?• Identification of the major key drivers that affects the decision of the customers.• Identification of the profile of major segments of the customers.• Automation of the segmentation based on statistical techniques than rule based system Copyright © Gmid Associates. 9
  9. 9. Cross-sell/Up-sell ModelProblem Description• Cross-Sell Analytics helps to increase the value of customer relationship, increase product penetration and hence increase revenue per customer and profitability.How will the Model Help?• Identification of preferences of the customers and targeting the customer with right services.• To identify the key factors that affect cross-sell/up-sell behavior• To help in bundling of services offerings to the customer based on his/her profile. Copyright © Gmid Associates. 10
  10. 10. Customer Retention and LoyaltyProblem Description• Customer acquisition and retention is a major Challenge in any industry. Loyal and happy customers not only increase the per person revenue but help in building the brand and new customer acquisition through references.How will the Model Help?• To identify the group of services the customer is more likely to buy together• To create the basket of services that can be offered together like air- ticket bookings, pick updrops , tour packeges etc..• To identify linkage between the customer segment and the services bundles which they are more likely to buy• To suggest combination of best customer segment and the services offerings Copyright © Gmid Associates. 11
  11. 11. Demand and Forecasting ModelProblem Description• The main challenge in the hospitality sector is to manage the demand and supply effectively.How this will Help?• To predict the demand proactively will help to optimize the resources for better customer services• Proactive information about the demand will help in optimizing the pricing to maximize the profit Copyright © Gmid Associates. 12
  12. 12. Campaign ManagementProblem Description• Based on the customer segmentation, churn score; campaigns are required to be designed for retention, revenue enhancement (increasing customer wallet share) and cross-sell and up-sell.How this will Help?• Designing different campaigns based on the different scores and segments. For example, a retention campaign can be designed for customers having high income and high churn scores• Historical analysis of the customer responsiveness to particular channel so that only the particular information is provided to the customer that he wants• Historical analysis of customer behavior and his response timing so that right message could be delivered to him at right time Copyright © Gmid Associates. 13
  13. 13. Life Time Value ModelProblem Description• All customers are not equally profitable nor do they have potential to become profitable . The challenge is to identify different levels of profitability so that differentiated target strategies could be adopted for customers at different profitability matrix.How will the Model Help?• To predict the Life time value of the customer• LTV model can be used in designing and budgeting of the customer acquisition program• Along with churn scores, the LTV outputs can be used to identify high value customers and make targeted strategies for them Copyright © Gmid Associates. 14
  14. 14. Pankaj Kumar Jha Partner, Gmid Associates Mobile Number +91-96509-37333 Email Web www.thegmid.comThank You Copyright © Gmid Associates. 15