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A Data-Driven Approach to Customer Relationships: A Case Study of Nedbank's Data Practices in South Africa by Laura Winig

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A Data-Driven Approach to Customer Relationships

A Case Study of Nedbank’s Data Practices in South Africa

October 12, 2016

By Laura Winig

South Africa’s Nedbank is a leader in its market — but to stay in that position, it needed to identify new ways to serve its existing business clientele as well as attract new customers. Its solution: Use the extensive transaction data the bank collects to help customers improve their service.

Introduction

In 2015, store managers at BUCO, a hardware retailer with 46 locations across South Africa, had an intuitive feel for whether men or women were their most frequent customers, which locations had the most loyal customers, and from what suburbs the most valuable customers to a given store were coming. That ...

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