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Charter Communications Sales

To connect customers to superior communications and entertainment products with outstanding service by becoming the connectivity provider of choice nationwide

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To connect customers to superior communications and entertainment products with outstanding service by becoming the connectivity provider of choice nationwide

Strengths

  • NETWORK: Robust hybrid fiber-coaxial infrastructure reaching 56M premises
  • SCALE: Second largest broadband provider with 30M+ residential customers
  • SPECTRUM: Strong brand recognition and integrated product offerings
  • CONVERGENCE: Mobile service growing at 40%+ YoY with 6M+ subscribers
  • CASHFLOW: Strong free cash flow generation of $2.5B+ quarterly

Weaknesses

  • COMPETITION: Facing increased fiber and fixed wireless competition
  • CHURN: Higher residential broadband subscriber losses in recent quarters
  • PRICING: Limited flexibility due to promotional roll-offs and rate increases
  • LEGACY: Declining video business with 15% annual subscriber loss rate
  • INTEGRATION: Fragmented systems from previous acquisitions hampering agility

Opportunities

  • EXPANSION: Rural broadband expansion through RDOF and BEAD funding
  • ENTERPRISE: SMB and mid-market segment growth through targeted offerings
  • MOBILE: Deepening wireless integration with broadband for convergence
  • ADVERTISING: Expanded targeted advertising through Spectrum Reach platform
  • CONTENT: Strategic content partnerships with streaming platforms

Threats

  • FIBER: Accelerating fiber overbuilds from AT&T, Verizon, and new entrants
  • WIRELESS: Fixed wireless access from T-Mobile and Verizon taking share
  • REGULATION: Increased regulatory scrutiny on pricing and net neutrality
  • SATCOM: Emerging satellite broadband competition from Starlink
  • RECESSION: Economic pressures impacting affordability for core segments

Key Priorities

  • CONVERGENCE: Accelerate broadband-mobile bundling to reduce churn
  • EXPANSION: Execute on funded rural broadband expansion opportunities
  • EXPERIENCE: Enhance digital customer experience to improve satisfaction
  • ENTERPRISE: Develop targeted solutions for underserved business segments
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To connect customers to superior communications and entertainment products with outstanding service by becoming the connectivity provider of choice nationwide

CONVERGENCE KING

Lead the market in integrated connectivity solutions

  • ATTACH: Increase mobile attachment rate to 45% of broadband customers by implementing new bundle incentives
  • RETENTION: Reduce broadband churn by 15% through increased multi-product households by launching convergence loyalty program
  • INTEGRATION: Deploy unified customer experience platform connecting all services through single interface for 80% of customers
  • PRICING: Introduce 3 new converged product bundles with demonstrable value advantage versus standalone purchases
EXPANSION FORCE

Capture high-growth market opportunities

  • RURAL: Connect 250,000 new rural households through RDOF and BEAD funding execution in 12 priority markets
  • ENTERPRISE: Increase mid-market commercial revenue by 12% through launch of 5 new managed service offerings
  • PENETRATION: Achieve 40% penetration in new expansion areas within first 6 months through targeted acquisition strategy
  • PARTNERSHIPS: Secure 3 strategic partnerships with complementary technology providers to enhance service portfolio
EXPERIENCE MASTERS

Deliver frictionless, personalized customer journeys

  • DIGITAL: Increase digital self-service adoption to 65% of customer interactions, reducing call center volume by 20%
  • INTELLIGENCE: Deploy AI-powered recommendation engine for personalized offers with 30% higher conversion rate
  • SATISFACTION: Improve NPS by 8 points through targeted experience improvements in top 5 customer pain points
  • ONBOARDING: Redesign new customer experience, reducing install reschedules by 25% and improving first 90-day satisfaction
ENTERPRISE GROWTH

Become the provider of choice for business customers

  • SOLUTIONS: Launch integrated connectivity-security-cloud solution package with 15% market share in targeted segments
  • AUTOMATION: Implement AI-powered quote-to-cash platform reducing sales cycle time by 40% for mid-market customers
  • SPECIALISTS: Train and deploy 120 industry-specific solution specialists focused on 5 key vertical markets
  • MIGRATION: Convert 20% of legacy business customers to next-gen managed solutions with higher ARPU and retention
METRICS
  • NET CUSTOMER ADDITIONS: +200,000 quarterly
  • BROADBAND-MOBILE BUNDLE RATE: 45%
  • CUSTOMER LIFETIME VALUE: $2,800
VALUES
  • Customer-First
  • Accountability
  • Innovation
  • Teamwork
  • Community Impact
Charter Communications logo
Align the learnings

Charter Communications Sales Retrospective

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To connect customers to superior communications and entertainment products with outstanding service by becoming the connectivity provider of choice nationwide

What Went Well

  • MOBILE: Achieved record quarterly line net additions of 466,000 in Q1 2023
  • ENTERPRISE: Commercial revenue grew 3.5% driven by SMB internet services
  • FINANCIAL: Generated $2.8B in consolidated free cash flow, up 16.7% YoY
  • INFRASTRUCTURE: Successfully expanded network to 200,000 new rural locations

Not So Well

  • BROADBAND: Lost 76,000 residential internet customers amid competition
  • VIDEO: Residential video customers declined by 257,000 continuing trend
  • ARPU: Residential customer ARPU pressure due to subscriber mix changes
  • COSTS: Programming and operating costs increased faster than revenue

Learnings

  • BUNDLING: Mobile attachment rates significantly improve broadband retention
  • SEGMENTATION: Need for more targeted offerings for price-sensitive segments
  • EXPERIENCE: Digital customer service adoption reduces operational costs
  • COMPETITION: Fixed wireless impacting specific customer demographics

Action Items

  • CONVERGENCE: Enhance broadband-mobile bundling with improved incentives
  • EXPANSION: Accelerate rural network buildout with RDOF funding deployment
  • DIGITAL: Increase digital self-service adoption to 65% of all interactions
  • ENTERPRISE: Launch targeted mid-market connectivity and managed services
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To connect customers to superior communications and entertainment products with outstanding service by becoming the connectivity provider of choice nationwide

Strengths

  • DATA: Massive customer dataset across connectivity and viewing habits
  • INFRASTRUCTURE: Advanced network allowing for AI-driven optimization
  • INVESTMENT: Strong capital position for AI technology investments
  • PARTNERSHIPS: Strategic relationships with major tech companies
  • TALENT: Growing data science and AI engineering capabilities

Weaknesses

  • LEGACY: Outdated systems creating data silos limiting AI applications
  • AGILITY: Slower implementation cycles compared to tech competitors
  • SKILLS: Limited specialized AI talent pool across the organization
  • GOVERNANCE: Incomplete data governance framework for AI deployment
  • CULTURE: Traditional telco mindset slowing AI-driven transformation

Opportunities

  • PERSONALIZATION: AI-driven content recommendations increasing engagement
  • OPTIMIZATION: Network performance improvements through predictive analytics
  • AUTOMATION: Customer service enhancement via advanced conversational AI
  • SECURITY: Enhanced network security through AI threat detection
  • PREDICTIVE: Churn reduction through predictive customer behavior modeling

Threats

  • COMPETITION: Tech giants deploying superior AI experiences
  • PRIVACY: Evolving regulations restricting use of customer data
  • DISRUPTION: AI-enabled new entrants with lower operational costs
  • EXPECTATIONS: Rapidly rising customer expectations for AI experiences
  • INVESTMENT: Competitors making larger AI investments creating gaps

Key Priorities

  • INTELLIGENCE: Deploy AI for predictive customer retention initiatives
  • AUTOMATION: Accelerate AI-powered service and operational efficiency
  • PERSONALIZATION: Implement AI-driven content and product recommendations
  • OPTIMIZATION: Leverage AI for network performance and capacity planning