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BOOSTING THE BOTTOMLINE
IDENTIFY
A brief overview of how a regionalbroadband provider reduced customerchurn by 6.1% and increased profit by27.9%.
T H E P R O C E S S
In the age of "cord-cutting",customer attrition becomesthe primary KPI forbroadband/cable companies. Even the smallest reductionin churn rate can have hugeimpacts on revenue & profit.
Pre-Study Monthly ChurnRate: 16.7%
Reducing churn by 6.1%increased profit by 27.9%
UTurn identifiedpatterns in historicaldata for customers whocancelled over theprevious three years.These patterns werethen applied to allcurrent customers,thereby assigning riskbased on how closelythe patterns from formercustomers applied tocurrent customers.
UTurn enabled the companyto identify at-risk (valued)customers and the ability tosimulate which specificactions could be taken toreduce the risk of cancelationfor each unique customer.
ACTIONCustomers identified asat-risk were contacteddirectly by the internalmarketing team withoffers unique to theproper options presentedby the simulator.Simulations were alsoutilized to make broaderdecisions on promotionsbased on overallcustomer churn riskscoring.
DISCOVERThe sales and marketingteam were then able touse UTurn's Simulator topinpoint what/ifmodifications to theprices or products wouldreduce the risk ofcancellation. Thisfurther improved profitsas the sales team wasable to retain pricingwhen a reduction wasunlikely to impact risk.
F I N A N C I A L I M P A C T
Intra-Study MonthlyChurn Rate: 10.6%
Avg. Customer LTV: $4,960
(Business Deidentified per Request)
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Churn Baseline UTurn
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