30. Monthly process that automatically select the customers that reach the 7 month in their hispeed Life Cycle. Once the customer reach the 7 month of his life cycle, Cablecom sends him an invitation to participate in an online survey
31. Sales Team Identify with an 100% accuracy This activity allows Cablecomto cover 20% of the customers targeted with the survey (10K email sent, 2K respondents). Retention Team
32. Sales Team Satisfied Unsatisfied To address the remaining 80% of the customers, Cablecomcombined the survey results, with internal data, and they have used Data Mining & Text Mining to build a predictive model. Retention Team
33. Contacting proactively 20% of the remaining population allows Cablecomto address near 80% of the unsatisfied customers
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Notas del editor
The competition is getting thougher
Customer is changing
Personalized products
We might have an idea of how our customers look like, but this is not always the right perception
Maybe its time to observe our customers in more detail, like they are observing us in more detail
We should start listening to what they have to say
We have the technology, we have the business knowledge
If you can predict what will happen, you are able to anticipate and take the appropriate action
