Cox Communications: Early Life

This case study demonstrates how Cox Communications, the third-largest US cable company, serving nearly six million residences, created a customized, personalized and targeted CRM programme to reduce churn of new customers and increase revenue.

Cox Communications: Early Life

Executive summary

Product Description:

Cox Communications is a telecommunications company, providing TV, Internet, telephone and home security and automation services over its own nationwide IP network. The third-largest U.S. cable company, Cox serves nearly 6 million residences.

Objective of the Campaign:

In 2014, Internet/TV subscription providers represented the #1 and #2 most hated industries in America. Notorious for bad customer service, it's no surprise that new customers distrust their Internet/Telecom company. In many ways Cox, the third largest Internet/Telecom provider, was perceived to be just like its peers. A typical new customer experienced the following:

  1. Inability...

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