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Case study

The right value for the right customers

Performance at a major bank was declining. The company's executives wanted to improve profitability through better customer management. Bain recommended the company create a special program for its highest-value clients to attract and retail loyal customers. The result was an increase in both retention and profits.

  • min read

At a Glance

  • 94% customer retention after Bain
  • 11% increse in profits after Bain

The Full Story

The Situation

PiggyBank* knew the relative economic position of its customers, but didn't know how to use this knowledge to improve the bottom line.

PiggyBank had seen a recent decline in performance. Its executives wanted to improve profitability through better customer management.

Historically, the bank had treated customers either equally or based on relative economic position, assuming wealthier clients were more profitable.

Bain was asked to help PiggyBank refine its approach to customers and improve its value proposition.

Our Approach

Investigating customers and benchmarking the industry pointed the way to solutions.

Our Recommendations

For the highest-value clients, Bain recommended that PiggyBank create a special value proposition to attract and retain loyal customers.

The Results

By migrating to the right customer relationships and improving the value proposition, PiggyBank increased profits significantly.



* We take our clients' confidentiality seriously. While we've changed their names, the results are real. 

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