Michael Ross has over 30 years’ experience in digital and data-driven transformation.
ABOUT
Michael Ross
Michael Ross has over 30 years’ experience in AI, digital and data-driven transformation. He is the Chief Scientist of EDITED, a leader in global retail analytics. He is also a Non-Executive Director of Domestic & General and Policy Expert and is an Executive Fellow at London Business School. He is a serial entrepreneur and has co-founded businesses including figleaves.com, eCommera and DynamicAction. He has also advised a wide range of businesses across retail, telecommunications, financial services and consumer goods. He started his career at McKinsey and Company in the early days of the internet.
Insights on Health, Value, and Growth
CUSTOMER BASE AUDIT
The Customer Base Audit is a systematic approach to understanding the health of your customer base and answering the following types of questions:
-
How healthy is your customer base?
-
How realistic are your growth objectives?
-
How do your customers differ in terms of their behaviour and value? How reliant are you on a small group of customers?
-
How do your best and worst customers differ in terms of their behaviour?
-
How has the quality of your customers changed over time?
-
How do your newer customers compare to your older customers in terms of their behaviour?
-
What changes in customer behaviour lie behind period-to-period changes in performance?
-
What is important to your high value customers?
-
What are the (actionable) characteristics that distinguish high vs. low value customers?
-
Which products help you acquire and retain your best customers?
ARTICLES
.jpg)
.jpg)
.jpg)
ARTICLES
IDEAS