"Having the data on performance by individual representative enabled Newsday to experiment with alternative retention offers and identify best practices for negotiation and retention. These changes have improved the realisation of revenue from price changes by 11% quarter-over-quarter."
Data insights are driving change and reducing churn at Newsday, which partnered with Mather Economics to gather and analyse extensive audience data. The new strategy includes more detailed audience segmentation, churn modeling, improved call centers, and a revamped approach to retention marketing.
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