Ciapple Customer Retention Predictive Analysis Solution Intro

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Ciapple enables medium-size Retailers in MENA and Europe and e-commerce companies globally to:

Retain their profitable customers
Design targeted offering

Ciapple solution analyzes the sales data and
discovers the spending pattern (buying trend) of the retailer’s customers

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Ciapple Customer Retention Predictive Analysis Solution Intro

  1. 1. Where Business Intelligence Comes Easy <br />Hussein AL-NATSHEH<br />Founder & General Manager<br />Ciapple L.L.C.<br />Customer Retention<br />March , 2011<br />
  2. 2. © Ciapple LLC<br />2<br />What is Ciapple?<br />Ciappleenables medium-size Retailers in MENA and Europe and e-commerce companies globally to:<br />Retain their profitable customers <br />Design targeted offering<br />Ciapple solution analyzes the sales data and<br /> discovers the spending pattern (buying trend)of the retailer’s customers <br />
  3. 3. 3<br /> Problem Solving<br /><ul><li> Annual Customers = 50 000
  4. 4. Annual Average Profit/Customer = 100 USD
  5. 5. Annual Company Profit = 5 M USD</li></ul>E-Commerce/ Retailer Case Study<br />Atrisk<br />Not resolved<br />30%<br />Unsatisfiedcustomers<br />20 %<br />Complain<br />5%<br />Decline in Spending<br />50%<br />Lost<br />30%<br />Do not complain<br />95 %<br />Satisfiedcustomers<br />80 %<br />Retained<br />40%<br />Ciapplediscoversat least 30% of silentunsatisfiedcustomers<br />=<br />2800customers<br />1000Customers Retained<br />= 100 000 USD Profit<br />LostCustomers<br />50 %<br />=<br />Source: Response Tek Networks<br />© Ciapple LLC<br />
  6. 6. © Ciapple LLC<br />4<br />Customer Retention Value<br />20 USD/year<br />Customers’ Life Value (CLV)<br />= 5x Annuallost profit<br />Cost to win back them<br />(companies usually don’t)<br />150 USD/year<br />1000 Customers<br />Annual 100 KUSD<br />500 K USD<br />1.5 M USD<br />1500 USD/year<br />Source: Rob Yanker, Partner, McKinsey & Company<br />Cost to retainthemwithCiapple<br />Annual LOSS without Ciapple<br />Averagecostto retainthemwithother solutions<br />10 K USD<br />50 K USD<br />
  7. 7. © Ciapple LLC<br />5<br />Clustering<br />Using the data that shows how much each customer spends on each product category, customers will be grouped (clustered) according to their buying behavior<br />
  8. 8. 6<br />Customer Retention<br />: Customers who stopped spending <br />: Customers who still spending <br />: Predicted silent unsatisfied customer <br />© Ciapple LLC<br />
  9. 9. 7<br />Similarity Insights<br />© Ciapple LLC<br />
  10. 10. © Ciapple LLC<br />8<br />Chart Sample<br /> Customer Retention<br />Web Application<br />(Cloud Service)<br />
  11. 11. Technical Requirements<br /><ul><li>Database that archive customers transactions per product or product category to be exist.
  12. 12. If you also have the customers demographics, it will be better
  13. 13. Generating bi-weekly table view shows the average monthly spending for each customer and his spending in the last month
  14. 14. The table view could be in SQL, MySQL, or Excel format
  15. 15. Secure internet access for optional cloud service by Ciapple or local server with MS Windows Server to install the solution</li></li></ul><li>Available Reports<br /><ul><li>Discoveruncomplaining & risky to loosecustomers
  16. 16. Spuryour revenues
  17. 17. Whatdo similarcustomersbuy?
  18. 18. Maketargetedcampaigns
  19. 19. Reduceyouradvertisingcost
  20. 20. Increaseyourcustomers satisfaction</li></li></ul><li>Awards<br />2011<br />Semi-Finalists<br />The Arab Golden Chip Awards 2010<br />Nominated as One of the 3 <br />Best Software Product for Export<br />
  21. 21. Hussein AL-NATSHEH<br />Founder & General Manager<br />h.natsheh@ciapple.com<br />www.Ciapple.com<br /> Tel: +962 797 27 27 00<br />

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