Case Study: Largest Banks achieves 146% ROI with RR Donnelley

Improved Customer Segmentation Achieves 146% ROI

One of the largest banks in the country turned to RR Donnelley to improve ROI on its marketing initiatives while strengthening customer segmentation, messaging, and overall campaign impact. With more than 2,000 branches and 2,600 ATMs across 20 states, the bank was struggling with customer churn caused by siloed communications, weak coordination, and messaging that was not tailored to customer needs.

RR Donnelley implemented a three-phase, analytics-driven approach that defined relationship objectives for each customer segment, identified the most relevant messages for sub-segments, and launched a triggered marketing program to prioritize customers most likely to buy additional products. The result was a 146% ROI in the first year and a $3 million revenue gain, while also giving the bank an improved customer segmentation strategy for ongoing marketing efforts.