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Subscription Revenue & Customer Retention

We help identify unmet customer needs and build the organizational capabilities required to meet them.

Media companies can boost performance by developing customer retention processes, skills, and tools. Identifying and targeting high value customers, reducing churn, and increasing revenues per subscriber can all have a positive impact on top line revenue.

We help clients master approaches to customer lifecycle management (CLM), pricing, and marketing analytics that can reduce subscriber acquisition and retention costs and improve margins and efficiency.

What we do

We provide clients with unique diagnostics, models, and direct support to build organizational capabilities that generate sustainable value. Our work includes:

  • performing in-depth diagnostics and benchmarking organizational performance to better help clients identify areas of improvement.
  • collaborating with management and frontline employees to collectively create solutions and devise metrics to track performance improvements.

Examples of our work

  • Helped a cable operator build skills and capabilities within its telesales force to focus more effectively on the product portfolio. We delivered training programs and tailored tools and resources, rolling out the approach across a distributed organization. Based on the success of the pilot region, the client anticipates increased revenue of $200 million per year.
  • Helped a leading casino improve its customer relationship management (CRM) by strengthening customer services processes; this project was part of a larger effort to reposition casino properties to appeal to more valuable customer segments. Customers are now staying longer and spending more on their visits, resulting in a 10 percent increase in “same store” sales, compared to the 3 percent industry average. Over $30 million in wasted marketing spend was also eliminated.

Featured experts

Adam Bird

Senior Partner, Munich

Liz Hilton Segel

Senior Partner, New York

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