Methodology

Phase I: Determining Subscriber Behavior and Predictive Modeling

Phase I of Total Lifecycle Management consists of data mining, data analysis and applying the AO Platform and Meta Analytics to determine the subscriber loyalty and disloyalty and the causes of both.  The result is the identification of the key variables contributing to a subscriber’s churn score computation.  This information provides the foundation for creating a lifecycle program dedicated to real, measurable results.

Phase II: Virtual Focus Groups

In Phase II, AnswerOn verifies the results of Phase I and creates personalized loyalty strategies through mediated Virtual Focus Groups that:

• Verify churn hypotheses and screen loyalty interventions
• Measure the impact of ongoing loyalty strategies
• Identify trigger points that indicate key touch points in the subscriber lifecycle
• Gain insight into the spectrum of subscriber views, beliefs and attitudes
• Identify whether there are unmet needs within the subscriber base
• Identify potential barriers to use of products or services
• Uncover the range of positive and negative subscriber experiences

Deployment

A deployed Total Lifecycle Management Solution is built on the foundation of Phase I and II.  Deployment consists of continuous retention programs that deliver the following services

• Regular modeling and churn score prediction
• Identification of the reasons for potential dissatisfaction
• Delivery of proactive, personalized retention strategies to be offered to churn likely customers