Action Center
Free Subscription
Submit Content
Industry Events
Webcasts
Archive
Cool CRM
|
 NEW IN CRM
Article: Voice of the Customer Isn’t All Talk
Many organizations ask customers for their feedback. CDW is one of the few that actually takes action on what it learns. Doing so has bolstered customer loyalty, increased satisfaction, and added hundreds of millions in revenue in 2009 alone. Meeting customer needs is priority number one at CDW. In fact, the B2B technology solutions provider attributes much of its success to its dedication to listening and responding to customers. CDW's customer strategy is encapsulated in its Customer Loyalty and Experience Program. The comprehensive approach includes such elements as multiple feedback channels, closed-loop responses, staying close to active customers, unearthing sales leads, and tracking loyalty as a key metric. CDW uses an extensive voice of the customer (VOC) program to capture and track customer satisfaction, as well as issues and opportunities.(1to1
)
News: Verint Adds Workforce Optimization Solution for the Back-Office
Verint announced enhancements to Impact 360 for Back-Office Operations, part of its Impact 360 Workforce Optimization suite. New functionality includes advancements in volume and inventory management and in work item processing and tracking, both of which can help managers address and counter the complexities of managing workloads across back-office functions and departments. (Verint
)
News: Infor CRM E-Mail Advisor Helps Increase Click-Through Rates
Infor announced its Advisor family of decision-making modules built upon its Infor CRM Epiphany Interaction Advisor software. The first module, Infor CRM Epiphany E-mail Advisor, enables marketers to drive incremental revenue and improve customer retention and loyalty with intelligent e-mails that leverage customer information and behavior patterns. E-mail Advisor determines which customer attributes are most predictive of offer acceptance and automatically adjusting targeting for all successive e-mails, including successive openings of the same e-mail accordingly. Initial pilot programs of E-mail Advisor have produced increased click-through rates as high as 50%. (Infor
)
Article: Marketing to the Pack
We first started to wonder about our relationship marketing efforts a year ago, when a proactive group of mommy bloggers contacted our social media agency. They figured out that we had a relationship with a major retailer and a number of brands in the apparel and consumer-packaged goods space — brands that they were loyal to, brands that they loved. They wanted something more than even the most relationship-focused social media program had to offer — special previews and trials of new products, invites to a blogger camp or sponsorship at BlogHer, giveaway contests for readers. These mommy bloggers were organizing as a group of friends, with common interests, and wanted the brand to understand their specific needs and respond accordingly. They wanted their social gatherings to be sponsored, online and offline. They wanted to be treated as a pack. Is this an emerging trend for your customers? (DestinationCRM
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | 
OUR TAKE -
Inspire the Best in Your Customers