 A
“customer-centric” approach is no more important
than it is to portfolio management and the executive team.
[ Use Case ]
Extending the customer-centric visibility into the customer’s home provides for a dashboard attuned to what are the customer satisfaction issues, and ultimately what drives customer churn.
Tracking customer activity at the viewing level offers the service provider a potentially new revenue opportunity by marketing viewer metrics to advertisers and the networks.
The Executive Dashboard provides a comprehensive “customer-centric” view of the service. With snap-shot including critical customer satisfaction issues, churn correlated with service indices, and campaign performance.
MarketVu will in addition:
- Detect issue patterns and correlate them to key operational metrics (e.g., call volume, churn, trouble tickets, etc.).
- Correlate customer behavior to video service performance.
- Evaluate customer satisfaction of functionality upgrades or content changes.
- Measure customer response (e.g., help desk calls) after a system outage
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Contributing to the Business:
- Reduce churn
- Accelerate time to market
- Improve effectiveness of market campaigns
- Benchmark continuous improvement
- New revenue opportunity to market stats / metrics re: user activity
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