Many studies have shown that customers have relationship with multiple
financial institutions
at any given point in time. While strategies have been designed to hold
on to the complaining customers and even convert them into a brand
promoter, the difficult task is to identify customers who are unhappy,
do not complain and are moving business to other banks. Analytics gives
information on such customers post facto, which may a bit too late to
retrieve the relationship in most cases. Would like you to share your
thoughts on how to handle this.
