ASSIGNMENT Customer Lifetime Value

STEP 1: CONSIDER RELEVANT NUMBERS Netflix obtains paying subscribers through unique deals like bundles and discount. Here are numbers to use in order to calculate metrics for this assignment: Customers pay $12.99/month for a subscription The average subscription length is 25 months. Customer lifetime revenue = ($12.99 X 25 = $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 to them. CLV is especially important for companies like Netflix that want customers to continue to subscription services. CLV metrics focus on the LONG TERM value a single customer brings to the company. You can calculate CLV using this formula: CLV = Margin Retention Rate 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 1. What is the CLV for Netflix? Show your work. Answer: _______________

STEP 3: FIGURE CUSTOMER ACQUISITION COSTS One way to increase Customer Lifetime Value (CLV) is to decrease Cost Per Acquisition (CPA), that is 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 Netflixs 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 = Total Ad Spend 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: _______________

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. Make 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 Disneys new streaming service called Disney+ saw 15 million subscribers in its first month. The success on social media advertising for Disney+ has led to a dip on social media 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: United States of America, Canada, the Netherlands, New Zealand, and Australia, compared to Netflixs almost global reach. It is anticipated that Disney+ will be in all major markets by the end of 2021 In groups, discuss how, considering the availability of Disney+ and other streaming services, Netflixs strategy should change moving forward. Discuss the following questions:

1. Over time, will Netflix customers move to different streaming providers? Explain your answer. ____________________________________________________________________________

2. What can Netflix do to keep current customers happy and gain new subscribers? ____________________________________________________________________________