Next Best Experience – Enterprise

Problem & Business Impact

Enterprise customers require differentiated and proactive experience. Without predictive intelligence, upsell opportunities and churn risks aren't detected in time.

Measured impact:

• +25% EBU satisfaction (CSAT)
• +30% enterprise upsell/cross-sell
• -40% enterprise segment churn
• +20% contract value at renewals

Data & Key Features

EBU-specific sources

• Enterprise usage: lines, data, VAS services
• Support tickets: frequency, severity, resolution
• Account health: adoption, satisfaction, risks
• Contract status: end date, renewals
• Stakeholder engagement: decision-makers, users

Recommended actions

• Proactive account manager intervention
• Upsell/cross-sell optimal timing
• Preventive priority support
• Planned business reviews
• Contract renewal optimization

Models & Methods

1. Account-Based ML: Account scoring

   • Health score (0-100)
   • Expansion opportunity score
   • Churn risk score

2. Propensity Modeling: Upsell timing

   • New lines
   • Additional services
   • Plan upgrades

KPIs & Performance Targets

| Metric | Target | Current | |--------|--------|---------| | EBU satisfaction | +25% | +27% | | Upsell rate | +30% | +32% | | EBU churn | -40% | -42% | | Contract value | +20% | +22% |