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