Case study
The Toronto Symphony Orchestra saw customer retention rates and subscription revenues dropping and called on Bain to help devise a turnaround strategy. Bain analyzed the profitability of different customer segments and the reasons some were defecting, then recommended five initiatives that led to a significant increase in retention.
The Toronto Symphony Orchestra* faced two alarming trends:
Bain was asked to devise a turnaround strategy that would:
Bain used a three-pronged analytical approach to develop an initial fact base.
Based on key findings, Bain recommended targeting controllable factors to boost retention and revenues.
Bain recommended five initiatives to support the key findings. The Toronto Symphony Orchestra implemented several of these initiatives, resulting in a significant increase in customer retention.
* Levamos a confidencialidade de nossos clientes a sério. Embora os nomes tenham sido alterados, os resultados são reais.