Customer Retention

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Customer Retention: The Signals Were There Weeks Before the Customer Left

Retail Banking  ·  7 min read

Customer Retention: The Signals Were There Weeks Before the Customer Left

Acquiring a new retail banking customer costs five to seven times more than retaining an existing one. Most banks know this. The problem is not the economics of retention. It is the timing. By the point most banks identify a customer as at-risk, the customer has already made the decision to leave.

12 May 2026 Customer Retention Churn Prediction
Mortgage Refinancing: The 60-Day Window Before Your Customer Becomes a Competitor's Prospect

Retail Banking  ·  7 min read

Mortgage Refinancing: The 60-Day Window Before Your Customer Becomes a Competitor's Prospect

Refinance intent signals are detectable in behavioral data 60 to 90 days before a customer acts. Most banks are not reading those signals systematically. Competitors are. The bank that identifies refinance intent earliest and responds with a credible offer before the customer has received a competing quote is in a fundamentally different position to the bank that responds after.

12 May 2026 Mortgage Banking Refinancing
Renewal Pricing: The Increase That Loses the Customers You Wanted to Keep

P&C Insurance  ·  4 min read

Renewal Pricing: The Increase That Loses the Customers You Wanted to Keep

Flat renewal premium increases applied uniformly across a book retain price-insensitive unprofitable risks and lose price-sensitive profitable ones. Price elasticity modelling at the individual policy level produces the opposite outcome.

12 May 2026 Renewal Pricing Customer Retention