Customer Intelligence and Relationship Management Expertise Helps Belgian Cable Provider Improve Customer Relationship Management abilities
NGDATA™, the customer experience management solutions company, today announced that its customer Telenet, Belgium’s largest cable provider and part of the Liberty Global group, has achieved marked improvements in customer relationship management resulting from targeted marketing campaigns. These improvements are key contributing factors to Telenet being recognized as the Industry Group Leader in the Dow Jones Sustainability Index for the second straight year.
“The ability to perform multi-channel CRM is an important skill for building sustainable long term relationships with customers,” said Bert Van Driessche, Director of CRM and Consumer Intelligence at Telenet. “With the expertise of NGDATA, our CRM department has undergone a complete transformation, evolving from a business unit that merely provided customer listings, into a key business support unit. Our CRM department now exists at the center of all our inbound and outbound customer interactions, sharing real, actionable business intelligence and insights to other departments, executing hundreds of targeted campaigns on a yearly basis in support of our marketing vision.”
Working with NGDATA to develop and roll out targeted, customized campaigns has helped Telenet transition from an acquisition-driven marketing organization to a customer focused organization, fostering loyalty and reducing churn with innovative and simplified product experiences and proactive care. Furthermore, Telenet’s CRM department achieved a rating in the 93rd percentile as measured by the Dow Jones Sustainability Index. As a result, Telenet is able to target the right customer at the right time with the right offer via a multitude of channels, improving customer satisfaction while generating customer value and upsell and cross sell opportunities for additional revenue. Targeted campaigns delivered by NGDATA have resulted in:
Increased Segmented Campaigns: Prior to working with NGDATA, Telenet ran 100 campaigns per year; now the company runs more than 750 per year, delivering content more appropriate to each customer segment;
Increased Return Rate on Sales Campaigns: Campaigns have seen a 300-400% uptake in return rate;
CRM supporting a successful “King and Kong” Campaign: A pricing and go-to-market strategy that quadrupled Telenet’s mobile customer base within just a few months of its availability.
“Customers like Telenet, which have millions of interactions with customers each month, have a lot to gain from distilling those inbound and outbound interactions into actionable data to develop a sophisticated, nuanced understanding of what each customer wants,” said Luc Burgelman, CEO at NGDATA. “As Belgium’s largest cable provider, customer loyalty and satisfaction play critical roles in Telenet’s success. We are proud of the role we play to help the company bring to market targeted campaigns that result in increased market share and revenue.”
The Dow Jones Sustainability Index measures the sustainability and performance of companies from 59 industries, selecting a best-in-class leader for each of the 25 Global Industry Classification Standard (GICS) industry groups. Telenet was recognized as the industry leader in the Media Industry Group.