The Bank of Nova Scotia
QUANTITATIVE CUSTOMER ANALYSIS SYSTEM AND METHOD

Abstract:

The disclosure herein relates generally to quantitative customer analysis including segmenting a plurality of customers into a plurality of cohorts based on a performance driver indicative of future customer performance, wherein a first cohort includes a first customer; generating a plurality of cohort forecasts corresponding to the plurality of cohorts, each cohort forecast based on the performance driver of each customer belonging to a corresponding cohort, wherein the plurality of cohort forecasts are generated for a remaining lifetime of the customer; and, calculating a customer lifetime value (CLV) metric for the first customer based on the plurality of cohort forecasts and a set of transition probabilities indicative of a likelihood that the first customer remains in the first cohort, or transitions to a different cohort.