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Financial Services
Company
Situation:
A large middle market financial
services company looked to increase
retention rates and broaden
customers’ use of its
complete portfolio of services.
CFI Group’s Approach: Determined the financial outcomes resulting from increased customer loyalty, and provided guidance on the role of individual service providers in building that loyalty.
Results:
Based on CFI Group’s analysis,
the client:
Realized retention rate
increases of over 5% per year
after the recommendations
were implemented
Dramatically increased use
of additional products and
services by over 30%
Identified the significant role played by the satisfaction of the company’s Service Providers in driving customer retention rates
Focused on areas shown to increase customer portfolio usage – confidence in the company, image of the company and affinity with the customer’s Service Provider
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