Customer Lifetime Value STEP 1: CONSIDER RELEVANT NUMBERS Netflix obtains paying subscribers through unique deals like bundles and discounts. Here are numbers to use to calculate metrics for this assignment: - Customers pay $12.99/ month for a subscription - The average subscription length is 25 months. Customer lifetime revenue =($12.9925=$324.75) - Cost to acquire and maintain each subscriber =$99 - Annual Retention rate =60 percent - Annual Discount rate =10 percent STEP 2: FIGURE CUSTOMER LIFETIME VALUE Customer Lifetime Value (CLV) informs companies about how much a customer is worth by revenue. CLV is especially important for companies like Netflix that want customers to continue subscription services, or recurring revenues. CLV metrics focus on the long-term value a single customer brings to the company. You can calculate CLV using this formula: CLV = Margin 1+DiscountRatcRetentionRate 1+ Discount Rate - Retention Rate Margin: customer lifetime revenue - cost it takes to acquire and maintain each customer Retention rate: percentage of customers who remain loyal over time Discount rate: cost of capital for the organization STEP 4: OPTIMIZE THE MARKETING MIX With this data, make a recommendation for a marketing mix. Allocate a marketing budget and content creation budget to optimize the spending among marketing channels. Be sure to include evidence from the data found while figuring out the CLV and CPA. The total budget for the marketing mix is $660m, and there is a cap for spending more than $400m on one channel. 1. Make recommendations for the marketing mix: STEP 5: LOOKING FORWARD Disney's new streaming service called Disney+, saw 15 million subscribers in its first month. The success of social media advertising for Disney+ has led to a dip in social media effectiveness for Netflix. To consider: - Disney+ is priced at $6.99/ month, or $69.99/ year - significantly cheaper than Netflix. Disney+ customers can bundle Hulu and ESPN+. - Disney+ is available in 5 countries: the United States of America, Canada, the Netherlands, New Zealand, and Australia, compared to Netflix's almost global reach. - Disney+ will be in all major markets by the end of 2021 STEP 3: FIGURE CUSTOMER ACQUISITION COSTS One way to increase Customer Lifetime Value (CLV) is to decrease Cost Per Acquisition (CPA), the cost to acquire a new customer (subscriber). Netflix uses pay-per-click (PPC), social media advertising, original content creation, public relations and event channels, and email marketing to acquire customers. Use these metrics as assumptions for Netflix's spend per channel: - PPC: $60m - Social media ads: $175m - Original content creation: $300m - Public relations and events: $75m - Email marketing: $50m And assume these numbers for total conversions per channel: - PPC: 500,000 - Social media ads: 2.3m - Original content creation: 2.8m - Public relations and events: 200,000 - Email marketing: 300,000 The Formula You can calculate CPA using this formula: CPA =TotalAdSpend Total Attributed Conversions Calculate the CPA of all given channels. 1. PPC CPA: 2. Social Media Ads CPA: 3. Original content creation CPA: 4. Public relations and events CPA: 5. Email marketing CPA