A well-known media company was facing a number of strategic and operational challenges, including declining revenue and margins, increasing customer churn, and the need to migrate customers from a declining market to a growth market.
Our client had a detailed understanding of their customer segments and their customers' behaviour. However, they were not optimising the way this in-depth knowledge was used. The business recognised that it needed to develop a holistic view of the sales, marketing and CRM functions, and integrate this insight into the planning and execution process.
We worked with the company to address these challenges. Our approach helped the client to deliver a strategic plan and roadmap, a clear business case for change, an improved understanding of its customers' profitability and improved sales-force efficiency through an integrated, automated contact strategy.
This work delivered over £2.5m in cost-savings from the sales force, and supported the introduction of the organisation's contact strategy, which is expected to lead to benefits of over £20m.
To find out how we can tailor a strategy for your organisation, please contact us now.