Case Studies

Saving the Customer Before It's Too Late

A global communications company was faced with enormous competitive pressure with its broadband offerings. Customer-driven commoditization of traditional broadband connectivity, along with the intense marketing efforts of other providers (traditional, cable, and low-cost boutiques), had triggered subscriber defections at ever increasing rates. The communications company collected massive amounts of data on its customer base and could often identify when and why a customer defects, but this information was remarkably decentralized and there was no clear path to consolidate the data into an actionable plan to predict, target, and connect with "at risk" customers before it was too late.

To address this business challenge, the company engaged North Highland to help establish a comprehensive customer retention strategy that not only enhanced existing reactive efforts, but also created a leading edge proactive capability that competitors did not possess. This two-pronged retention strategy has helped the organization achieve over $33.6 million in first-year revenue across both the reactive and proactive initiatives, and they now have highly specialized retention agents who know how to change the customer's mind before it's too late.

Access the complete case study to learn more about the customer retention strategy North Highland helped their client implement.