Case study$-$Dynamic Connections

Dynamic Connections. is a telecommunications company that provides internet, cable TV$,$ and phone services to residential customers in a large metropolitan area. Over the past year, they have experienced a decline in their customer base due to increased competition from other providers and changes in customer preferences.

Dynamic Connections has decided to implement a customer win$-$back strategy to regain their lost customers. The strategy includes targeted marketing campaigns, personalized offers, and improved customer service. However, they face several challenges in executing this strategy.

Challenges:

$1.$ Brand Perception: Dynamic Connections has a poor reputation for customer service and billing practices. Many customers who left the company cited these issues as their reason for leaving. Rebuilding the company's brand perception is crucial to the success of the win$-$back strategy.

$2.$ Competitive Landscape: The telecommunications market is highly competitive, and Dynamic Connections faces strong competition from other providers. They need to differentiate their offering and provide better value to win back customers.

$3.$ Cost: Implementing a win$-$back strategy can be expensive, especially if it involves offering significant discounts or incentives to customers. Dynamic Connections needs to balance the cost of the strategy with its potential returns.

Questions:

$1.$ What are the specific reasons why Dynamic Connections lost customers, and how can they address these issues in their win$-$back strategy? $(10$ marks$)$

$2.$ What incentives can Dynamic Connections offer to win back customers, and how can they balance the cost of these incentives with the potential returns? $(10$ marks$)$

$3.$ How can Dynamic Connections measure the success of their win$-$back strategy, and what metrics should they track?$(10$ marks$)$