Since its inception, this premier entertainment network was marketed and delivered through cable operators. If a viewer had a service issue, or wanted to add or change channels or shows, all requests were handled through the operator. The network could devote its full energy to creating entertainment.
It all changed in 2016. Prompted by a frenzy of cord-cutting customers who were opting to get their favorite channels directly through internet streaming services, the network was compelled to market its programs and services directly to the customer. The traditional cable TV model was quickly going the way of the dial phone. And so, CRM went from being an incidental service, to the front and center star of the show.
The network’s future depended on building a world-class CRM ecosystem. Quickly.