Customer Relationship Management

The use of the evolving analytical approach known as text mining should be a no-brainer for companies.

Mazda, has installed Internet kiosks in many new dealerships, including Bountiful Mazda in Utah and the Hitchcock Automotive Resources in Southern California.

Self-service, in the contact center and online, is growing in popularity among customers. As its usage increases, so does its expectations. These seven strategies can help guide companies in creating self-services experiences that keep customers coming back.

With a 2.7 percent U.S. market share and a reputation for well-made yet low-priced cars, “Hyundai” and “innovation” often share the same sentence. Not surprisingly, during the recent launch of its Tucson SUV, the company used innovative customer insight practices to achieve manufacturing and marketing efficiencies that exceeded the company’s expectation.

Some of E-Trade’s most valuable customers are helping the company find their clones.

Managing customer expectations is about forging stronger bonds with customers by promising them an experience that your company can consistently deliver.

Sharon Whitwam says her company’s greatest challenge is capturing and analyzing the volumes of customer information that come through its contact center.

May 2005 will be remembered as an important milestone in retail banking. Within days of
each other, two of America's largest financial services institutions launched points-
based loyalty programs that went far beyond sending customers a free suitcase for
frequent credit card use.

Sam Walton once said, “There is only one boss: the customer. And he can fire
everybody in the company, from the chairman on down, simply by spending his money
somewhere else.”

Arguably, there's no hotter topic in customer strategy these days than loyalty programs.
Banks, airlines, supermarkets, and telecom companies are among those that
optimistically reward customers with points or discounts for their consistent patronage.