Churn has always been a top concern for subscriber-based communications companies, such as cable and satellite operators, that provide the underlying delivery channels for a variety of media content. Churn is now also becoming a concern for overthe-top players as binge-watching viewing behaviors erode audience loyalty.
MicroStrategy enables integration with both internal and external systems, and provides communications executives, marketers, and operations and sales personnel greater insight into how customers interact across multiple products, services and touch points—helping to improve customer retention. By combining this data with information on demographics, social media mentions, network performance, billing, and call centers, organizations can get a 360-degree view of their customers. MicroStrategy’s predictive modeling capabilities can help media organizations identify at-risk customers based on factors such as decreasing customer engagement, erratic viewing patterns, service issues, outages, complaints, demographics, and inquiries about better pricing. Media companies can then respond to at-risk subscribers with better deals, personalized offerings, and other incentives.