Campaign optimization and churn reduction
The case:
Campaign optimization and churn reduction
Situation:
Like in any other subscription-based industry, customer churn is an important topic for cable/telecom/multimedia companies. The company faced high churn numbers and wanted to understand the drivers behind this trend. Additionally, the ambition was to make incremental steps toward a Next Best Offer/Next Best Action for the customer capability.
Improvement
Predictive modelling was applied to understand the impact of a wide variety of elements on churn. Leveraging these insights, multiple initiatives had been set-up throughout the customer journey, such as ‘happy calls’ are retention campaigns, depending on the customers’ expected need.
Results
As a result of these efforts, churn has been reduced and more customers were retained.
Ready to discuss the possibilities?
Do you have a question or are you interested in the possibilities for your organisation? Feel free to contact us.