Customer Lifecycle Map
Mechanisms, key signals and key controls at each stage of the customer lifecycle, from onboarding to payout and dispute.
44 mechanisms across 9 lifecycle stages.
Key signals and controls by stage
Key signals and controls for 9 lifecycle stages.
Onboarding
Key signals: Entity Link Analysis, Device Reputation and Linkage, Velocity Signals, Fast In Fast Out Patterns, Customer Tenure and History, Promo and Reward Redemption Patterns
Key controls: Graph Analytics, KYC and Customer Identification Program (CIP), Consortium and Data Sharing, Negative Lists and Deny Lists, Promotion Design Guardrails, Velocity and Exposure Limits
Login and session
Key signals: Device Fingerprinting, Account Change Events, Login Anomalies, Customer Contact Signals, Velocity Signals, Session Behavior Anomalies
Key controls: Passkeys and Phishing-Resistant Authentication, Risk-Based Authentication and Step-Up, Contact Change Cooling-Off Periods, Device Binding and Trusted Devices, Multi-Factor Authentication (MFA), Real-Time Transaction Risk Scoring
Account maintenance
Key signals: Account Change Events, Customer Contact Signals, Device Fingerprinting, Login Anomalies, Session Behavior Anomalies, Velocity Signals
Key controls: Passkeys and Phishing-Resistant Authentication, Risk-Based Authentication and Step-Up, Contact Change Cooling-Off Periods, Customer Support Verification Protocols, Device Binding and Trusted Devices, Real-Time Transaction Risk Scoring
Funding
Key signals: Customer Tenure and History, Fast In Fast Out Patterns, Entity Link Analysis, Funding Source Signals, Velocity Signals, Device Reputation and Linkage
Key controls: Funds Availability Holds, Velocity and Exposure Limits, Consortium and Data Sharing, Graph Analytics, Transaction Monitoring, Bank Account Ownership Verification
Transaction
Key signals: Entity Link Analysis, Velocity Signals, Customer Contact Signals, Fast In Fast Out Patterns, Customer Tenure and History, Device Fingerprinting
Key controls: Velocity and Exposure Limits, Graph Analytics, Consortium and Data Sharing, Real-Time Transaction Risk Scoring, Customer Education and Scam Warnings, Negative Lists and Deny Lists
Rewards and redemption
Key signals: Promo and Reward Redemption Patterns, Velocity Signals, Entity Link Analysis, Device Reputation and Linkage, Device Fingerprinting, Fast In Fast Out Patterns
Key controls: Graph Analytics, Promotion Design Guardrails, Bot Management and CAPTCHA, Negative Lists and Deny Lists, Rate Limiting and Throttling, Consortium and Data Sharing
Payout and withdrawal
Key signals: Fast In Fast Out Patterns, Entity Link Analysis, Account Change Events, Velocity Signals, Customer Tenure and History, Device Reputation and Linkage
Key controls: Velocity and Exposure Limits, Graph Analytics, Consortium and Data Sharing, Real-Time Transaction Risk Scoring, Customer Education and Scam Warnings, Negative Lists and Deny Lists
Dispute, refund and claim
Key signals: Entity Link Analysis, Dispute and Return History, Device Fingerprinting, Velocity Signals, Customer Contact Signals, Customer Tenure and History
Key controls: Consortium and Data Sharing, Graph Analytics, Negative Lists and Deny Lists, Velocity and Exposure Limits, Machine Learning Models, Case Management Systems
Customer support
Key signals: Customer Contact Signals, Account Change Events, Payee and Counterparty Risk, Scam Victim Indicators, Customer Tenure and History, Device Fingerprinting
Key controls: Customer Education and Scam Warnings, Customer Support Verification Protocols, Passkeys and Phishing-Resistant Authentication, Payee Confirmation and Payment Friction, Real-Time Transaction Risk Scoring, Consortium and Data Sharing