Enhancing Audience Engagement in the Media & Entertainment Industry with NetSuite CRM 

Overview

About the Client

The client is a leading player in the Media & Entertainment industry, managing a dynamic mix of digital platforms, live events, and subscription-based content services. With a fast-growing audience and an ever-expanding content library, the organization required a robust solution to streamline customer relationship management, optimize media subscription management, and improve campaign performance tracking across multiple channels. 

Challenges Faced 

As operations expanded, the client struggled with multiple challenges that hindered growth and customer engagement: 

• Fragmented Audience Data: Customer and subscriber data were scattered across various systems, making it difficult to offer personalized experiences through a unified CRM. 

• Inefficient Campaign Management: Marketing lacked automation and insight, slowing down outreach and limiting success with media campaign performance tracking. 

• Subscription Churn: With minimal visibility into subscriber behavior, retention efforts were reactive rather than proactive. 

• Manual Sales Processes: The sales team relied on spreadsheets to manage advertiser relationships and media deals, increasing error rates and slowing sales cycles. 

• Lack of Insightful Reporting: Leadership faced challenges in tracking performance metrics due to the absence of real-time, unified dashboards. 

Our Solution 

To address these challenges, we implemented Oracle NetSuite CRM, a powerful tool for managing complex, multi-platform customer relationships in the media industry. 

Key features included: 

• A centralized CRM platform for managing all subscriber and advertiser data 

• Automation of lead generation and marketing workflows 

• Real-time dashboards for subscription trends and campaign performance 

• Customized workflows for renewals and upsell targeting 

• Tools to track and reduce churn via behavior-based triggers 

Technology & Tools Implementation 

The following NetSuite CRM components were tailored to fit the client’s media business model: 

• Customer 360 View: Unified view of interactions, preferences, and content history across all platforms. 

• Marketing Automation with NetSuite: Enabled personalized email campaigns, automated renewals, and new release announcements. 

• Sales Force Automation: Streamlined lead tracking, media campaign scheduling, and advertiser relationship management. 

• Analytics & Reporting: Real-time reporting on media subscription management, churn trends, and engagement KPIs. 

• System Integration: Connected seamlessly with existing ERP, billing systems, and digital distribution platforms. 

Results

The Impact and Outcome 

The deployment of NetSuite CRM led to transformational improvements in how the client engaged with its audience: 

• 30% increase in campaign response through improved media campaign performance tracking 

• 25% reduction in subscription churn by leveraging behavioral insights 

• 40% faster media deal closures due to streamlined sales processes 

• Enhanced cross-team collaboration through unified customer data 

• Real-time visibility across the business enabled strategic, data-driven decisions 

By leveraging NetSuite CRM and marketing automation with NetSuite, the client is now positioned to scale efficiently while delivering a highly personalized and engaging content experience for its users.