Globo.com, one of Brazil’s internet service providers, is using SPSS predictive analytics to improve customer service, acquire new customers and retain existing customers. Harnessing SPSS predictive analytics, Globo.com has acquired 200,000 new customers and reduced customer churn by 30 percent.

To convert portal visitors into new customers and better retain current customers, Globo.com needed to determine what type of Internet experience people preferred. Using SPSS’ statistical and data management package SPSS for Windows, the Internet service provider is now able to segment customers based on usage level and churn motives, enabling it to create loyalty strategies based on discounts, packaged plans and specified content for each user.

SPSS for Windows also enables Globo.com to segment its customers by topic, allowing for up-sell opportunities and increased revenue. For instance, Globo.com can e-mail premium sports videos to customers to help them follow their favorite teams.

“With SPSS predictive analytics, we have been able to better understand the motives of churn, allowing us to implement an effective retention strategy,” said Jeremias Coral Klausner, Globo.com’s Data Mining Coordinator. “We’re now able to better focus on our business needs, and more importantly, our customer’s Internet needs. SPSS has been an integral part of our success in delivering quality Internet services.”   

Globo.com, one of Brazil’s internet service providers, is using SPSS predictive analytics to improve customer service, acquire new customers and retain existing customers. Harnessing SPSS predictive analytics, Globo.com has acquired 200,000 new customers and reduced customer churn by 30 percent.

To convert portal visitors into new customers and better retain current customers, Globo.com needed to determine what type of Internet experience people preferred. Using SPSS’ statistical and data management package SPSS for Windows, the Internet service provider is now able to segment customers based on usage level and churn motives, enabling it to create loyalty strategies based on discounts, packaged plans and specified content for each user. 

SPSS for Windows also enables Globo.com to segment its customers by topic, allowing for up-sell opportunities and increased revenue. For instance, Globo.com can e-mail premium sports videos to customers to help them follow their favorite teams.

“With SPSS predictive analytics, we have been able to better understand the motives of churn, allowing us to implement an effective retention strategy,” said Jeremias Coral Klausner, Globo.com’s Data Mining Coordinator. “We’re now able to better focus on our business needs, and more importantly, our customer’s Internet needs. SPSS has been an integral part of our success in delivering quality Internet services.”