Overview KPN is the leading telecommunications and information-and-communications technology (ICT) service provider in the Netherlands. The company currently provides its Internet TV (iTV) service to more than 300,000 households and has more than 30,000 full-time employees. Challenge KPN has a goal to be a leading next genera- tion iTV provider in Europe, combining true high-definition television, on-demand video services, and time-shift capabilities (the abil- ity to pause, record, or rewind live TV pro- grams) in a package delivered over broadband connections. Introducing a high-profile media product in a competitive marketplace is potentially tricky. Because media consumers are able to discuss poor experiences with one another at the touch of a button, KPN needed to be sur

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