Customer analytics
Segmentation, lifetime value, behaviour and retention modelled end to end.
- Engagement
- Fixed-scope build
- Typical timeline
- 6–8 weeks
- Starts with
- Two years of subscription or order history, anonymised if you would rather.
Churn gets reported as one monthly percentage, which tells you the building is on fire without saying which floor. Accounts rarely leave suddenly, they go quiet for eleven weeks first, and nobody is watching for quiet.
Spend concentrated on the customers worth having.
What we build
Concrete artefacts, handed over and documented.
- 01
Cohorts by signup month, plan, channel and first action, so a retention difference has somewhere to point
- 02
Lifetime value computed on margin rather than revenue, with every assumption written beside it
- 03
A churn signal model: the behaviours that precede cancellation, ranked by how far ahead each one warns
- 04
Health scores pushed into the tools your team already works in, so the signal lands in front of someone who can act
- 05
Segment profiles describing who stays, who leaves, and what the difference is worth over a year
What changes
At-risk accounts surface weeks before they cancel, not on the day
Retention effort points at the segment where it pays rather than at the average
Lifetime value stops being a number nobody can reproduce on request
How it runs
- Weeks 1–2
01Cohort baseline
We rebuild your history into cohorts and establish what normal retention looks like for each one.
- Weeks 3–6
02Signals
Behaviour modelling to find what precedes cancellation, tested against customers who have already left.
- Weeks 7–8
03Into the workflow
Scores land in your CRM and support tool with a reason attached. A score without an explanation gets ignored.
Chosen per project. Named here so you can see the shape of it.
- BigQuery
- dbt
- Python
- HubSpot
- Metabase
Questions we get asked
Tell us the outcome, not the tooling.
Send us the situation you are in. We will tell you which discipline it belongs to, what we would do first and what it costs, including when the answer is to wait.