Top tour operator
September 7, 2022
Travel | 10 Tsd. employees | >1 Mln. clients | Middle Germany | Offices in 16 European countries | >1 Mrd. € annual turnover
An individual enterprise solution for customer lifecycle, CLV and RFM-analysis for German tour operator for better segmentation and base scoring.
Initial situation
- 300 Tsd. transactions (extract)
- 100 Tsd. customers
- Online/Web, Booking engines
- CRS systems, SAS DWH, SAP ERP, Microsoft CRM
Challenges and Problems
- No financial estimation of customer base
- No CLV and no total CLV
- No RFM analysis for marketing
- No Churn/Retention tracking
Solution
- Collected the transactional data from DWH and other systems
- Rolled out individual enterprise solution for customer lifecycle, CLV and RFM-analysis
- Create individual CLV & RFM reports
Results
- 90% are 1-timers and churn 1-timers
- Found 2510 dormant clients
- Created reactivation campaign for dormants
- Increased the CLV for reactivated dormants from 539€ to 1162€
- Created CLV-based customer base reporting for executive board
Let's discuss how customer segmentation analysis can help your organization. Feel free to contact us +49 (0)6102 574 386 0 or via form below.
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We contact you as soon as it possible
We contact you as soon as it possible
