Publishers and Commercial Information Providers
- Client:
- Specialty information aggregator
- Challenge:
- Declining subscription renewal rates
- Outcome:
- Over 10 percent improvement year-over-year
A specialty information aggregator serving specific groups of end users was finding its subscription-based services were not being renewed. Clients felt they could find comparable information on the Internet. The CEO turned to Outsell for specific recommendations on improving renewal rates.
Outsell designed a custom large-scale quantitative study to measure customer loyalty. Outsell analysts applied Outsell's predictive models to the large survey sample and pinpointed specific client attributes that could be changed to have the most impact on improving renewal rates. The study also identified which attributes would have little or no impact. The findings allowed the organization to focus only on initiatives and product alterations that would improve the situation.
The client implemented the recommendations and improved renewal rates by 10 percent year-over-year. This large return on investment prompted the client to repeat the study after two years.
See all success stories