In today’s entertainment and media market, content owners and distributors are competing not only to attract new customers, but also to build loyalty and retention rates among existing customers. Today's mandate for "reinvention" means the future depends not only on incremental improvements, but on quantum-leap breakthroughs as well. Subscription-based operators are constantly developing strategies to maintain and grow ARPU (Average Revenue Per User) through customer retention, process improvement, and product innovation. In the wider sphere, across the E&M landscape cable and satellite TV operators, broadcast and cable networks, cinema owners, newspaper and magazine publishers, and Internet portals are struggling to enhance their customer care and management operations. Companies are seeking to derive value from the entire customer management value chain, from database interrogation to inform and drive marketing and cost-reduction strategies, to development of powerful people and systems strategies which can deliver the highest level of customer service.
That's why technological advances and functional improvement programs alone aren't enough. You need a way to improve your processes and the organisation supporting those processes to achieve performance results which will benefit and be recognised by those who count the most — your customers and stakeholders.
How PricewaterhouseCoopers can help
Because we know the entertainment & media industry inside out, we understand the challenges facing entertainment & media companies within a context of ever-accelerating technological change, shifting competitive forces and increasing customer sophistication. We advise on strategies to attract and retain customers that help companies to take the step changes necessary for sustainable improvement in today’s markets.
Process improvement provides a practical framework that enables us to assess an organisation's potential and help deliver sustainable improvement in terms of increased revenues, decreased costs, improved efficiency, control and organisational / process agility. By leveraging business process expertise, technology tools, learning and knowledge management services, we help E&M organisations reach their performance targets.
