Brodie Keast seeks to understand the sharp contrast between inertia perspective and deep emotional reactions showed converted users TiVo. After a brief review of the company and the problems, it focuses on the different types of data (sales results, satisfaction and usage, buying influence, demographics, the data and behavioral data), and explains how the data is there for a long time, as the company was more and more pressure to explore the essence of its value proposition. "Hide
by Luke Wathieu, Michael Zoglio Source: Harvard Business School 14 pages. Publication Date: Mar 08, 2002. Prod. #: 502062-PDF-ENG
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