Fortune 50 Communications Firm: Strengthening Customer Retention

Challenge

A global leader in the intensely competitive telecommunications industry needed to strengthen its relationships with core customer segments and minimize the threat posed by new competitors. The company operated numerous independent customer acquisition and retention programs across sales channels, but lacked visibility into their performance and effectiveness. Specifically, the company wasn’t sure which programs delivered the greatest value.

Solution

Infinitive Change Engineers worked with client teams to create better insight and instill stronger performance measurement for key programs. Robust tracking and communications tools developed by Infinitive allowed the executive team to track activity levels, monitor investments and adjust programs on a timely basis. For instance, focused and actionable one-page weekly reports became the standard for executives needing to make decisions. Those reports replaced huge, confusing documents – some of which were 50 pages.

Results

Thanks to increased visibility, the company can focus on the most effective customer retention projects that deliver the best value. That means clearer management focus, better project ROI and, ultimately, a stronger competitive position. Additionally, project investment and resource allocation are better aligned to overall enterprise goals, instead of local or divisional targets.