Blog: CSG Systems

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Keeping Cable Consumers Happy: Increasingly Difficult - and Important

Jul 12 2010

Recently, CSG Systems commissioned a study of 260 consumers nationwide between the ages of 24 – 49 with Frost & Sullivan to investigate consumer impact of positive and negative customer service, including:

 

  • Identifying the positive and negative customer service experiences that drive consumers to take actions such as changing service providers, to recommending a service to a friend. 
  • Learning how customers receive communications from their cable operators today and which channels they are most likely to use when buying new products and services.
  • Identifying customer willingness to share personal preference information and receive targeted advertising.

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Monetizing Online Content

Jul 10 2009

Online content providers have always been challenged to find new ways to increase brand traffic, monetize their content and lure advertisers.  And while we are still in the midst of a recession, the news for online content providers is not all bad.  In fact, Forrester Research estimates that US online consumers will spend $4.7B on entertainment content in 2009 alone (Who Pays for Online Content, by Sarah Rotman Epps).

Figuring out the monetization model and actually executing it can be difficult, though.  Should you adopt a "free-mium" model, one in which willing consumers subscribe to premium content while others receive the base service and are subject to ads?  What about a pay-as-you-go model?  Or an advertiser-subsidized model?   Each is difficult to implement on its own, but applying more than one model to support the needs of a varied audience can be highly complex and costly. 

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