A global communications company was losing broadband customers. Its massive collection of customer data could often identify when and why a customer would defect to a competitor. Unfortunately, this information was decentralized, with no clear way to consolidate it to predict, target, and connect with "at risk" customers before it was too late. North Highland helped the organization establish a strategy that enhanced existing reactive efforts while creating leading edge proactive capabilities that competitors did not possess. Within the first year of the program, the organization achieved over $33.6M in revenue and a 25% improvement in retention.
Saving the Customer Before its too Late
CMO, CSO, Data and Analytics, People and Change, Media and Entertainment and Communication
February 19, 2014