Our second talk at Process Mining Camp 2020 was presented by Carmen Vermeer and Noortje Groenendaal from Total Gas & Power in the Netherlands.

Analyzing the Customer Lifecycle with Process Mining

Analyzing the customer journey is all about shifting the focus from an internal department view to a customer perspective. To achieve that, Business Intelligence analyst Carmen Vermeer and Marketing Manager Noortje Groenendaal used process mining for their analysis of the customer lifecycle at Total.

The departments who are responsible for customer service, billing, sales, and marketing, are all involved in this customer lifecycle. Instead of looking at these individual departments one by one, Carmen and Noortje determined what a successful and what an unsuccessful customer journey looks like from a customer’s point of view. Then, they analyzed the effect of actions that were taken to increase customer satisfaction and the timing of these actions.

Watch Carmen and Noortje’s presentation here, and join us for a trip into the world of customer journey analysis with process mining.

Anne Rozinat

Market, customers, and everything else

• anne@fluxicon.com
• annerozinat
• @arozinat

Anne knows how to mine a process like no other. She has conducted a large number of process mining projects with companies such as Philips Healthcare, Océ, ASML, Philips Consumer Lifestyle, and many others.