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CASE STUDY: NOW TV CRM Strategy

By 11 July, 2015
  • Case Studies
  • Digital Planning

THE CHALLENGE

The CRM team at Now TV wanted to maximise revenue by increasing the number of subscriptions that were retained and maximising cross-sell opportunities.

DELIVERED

Stream:20 worked collaboratively with the Now TV team to develop a customer centric, cross-channel CRM strategy.

This project included:

Analysis across a range of markets to understand what best in class CRM entails
Identification of data driven KPIs & micro-conversions to drive retention
Development of a strategy to deliver an outstanding customer experience
Production of a tactical roadmap to plan delivery of the strategy throughout the coming months, and inline with other team developments

IMPACT

Strategic plans forecast to deliver 5% incremental growth.
Focus on nurturing new users, and helping them unlock the full value of Now TV.
Detailed roadmap further developing all customer life-stages, including:

Recovering additional people abandoning checkout.
Maintaining engagement with more active customers.
Recover additional lapsing customers.