The Linc Group Bronze Winner: Akbank A Users' Choice Award will also be presented at the close of the Gartner event to the Gold Award winner that the audience selects as the most effective customer initiative.
But things aren't always as they seem. A closer look at the telecommunications giant a couple years ago would have revealed a precarious house of cards. The problem Gartner crm excellence award winner from the organization's traditional telecommunications focus on acquisition versus retention.
Cesconi says the company targeted competitors' customers-but competitors quickly followed suit. Cablecom was armed with a wealth of information to use in its battle for customers, but the company had no technology or leadership to tap into the data, understand it, and act on the information.
Meanwhile, customer satisfaction was slipping and customer churn was increasing. Recognizing the desperate need to determine the point at which customers became dissatisfied and target them with more tailored offerings, Cesconi recommended in that the company start investing in technologies and processes to combat churn.
The objectives of the plan were to identify customers at risk of churning, optimize the contact strategy, decrease customer acquisition costs, improve customer satisfaction, and provide actionable information to front-line employees.
Phase 1 began that year with pure data mining in which Cablecom began analyzing behavioral data, such as orders, transactions, and payment history. Phase 2, inintroduced a survey program. Using SPSS's market research software, the company introduced online surveys aimed at customers who had been with the company for at least seven months.
Customers were scored by the likelihood to churn. But the process didn't stop there. Phase 3-analyzing and acting on the feedback-launched in The company now combines the attitudinal with behavioral data and analyzes 30, points of feedback per month with SPSS Predictive Analytics to reveal indicators of churn, including the number of service queries and the initial activation period.
A customer insight group evaluates customer expectations assessed from the data and a customer retention group uses the resulting metrics in its marketing outreach to customers.
When feedback is negative, the specific team responsible for the particular issue contacts the customer and the team must ensure the problem is solved and the customer is satisfied.
Cablecom now has a broad view of customer data that includes behavioral, attitudinal, and description data. By combining multiple data sources, Cablecom can now see the company and customer viewpoints. As a result, customer churn rates have decreased from an average of 19 percent to 2 percent.
And 53 percent of the company's dissatisfied customers became company promoters only two months after phase 3 launched last November.
He recommended a customer management framework to ensure the uniformity of all information. The strategy was introduced in and governed by a customer management team from key areas of marketing and business systems.
But its real impact hit in when the company began optimizing the system by adding a SAS portal and analytics software from JMP to the existing infrastructure to analyze the data and dynamically link statistics with interactive graphics to better visualize the data.
That wasn't always the case. Turner says at first organizing the data was challenging to say the least. Another challenge was resistance from employees.
The company overcame opposition through education that included workshops, seminars, and breakfast meetings to demonstrate the value data sharing as a customer strategy would bring to the organization.
In addition employees are now rewarded for their performance around specific customer-focused goals. Sharing data, Turner explains, gets employees to think differently about customers. To date, the company has realized an ROI of 2.Gartner Announces Six Finalists for the CRM Excellence Award Winners to be announced at the Gartner CRM Summit in Scottsdale, Arizona, October STAMFORD, CONN., September 20, — Gartner, Inc.
announced the six finalists for Gartner's CRM Excellence Award, which will be presented at the company's CRM Summit, October in Scottsdale, Arizona.
Gartner Award Winners Demonstrate Excellence in CRM 10 December Beth Eisenfeld Document Type: Article Top View Note Number: AV In addition to solid metrics, Gartner's Customer Relationship Management Excellence Award winners shine on the "softer side" of CRM: executive advocacy, cultural change, employee .
The Gartner and 1to1 Customer Award winners in the Customer Strategy category are Cablecom, Wolters Kluwer, and Stratford Shakespeare Festival. Gold Winner: Cablecom Combats Churn With Customer Insight To outsiders, Cablecom GmbH is a powerhouse. A project to capture and consolidate member data grew into a winning customer relationship management initiative that is driving new levels of customer .
Gartner Announces Six Finalists for the CRM Excellence Awards. Winners to be announced at the Gartner CRM Summit in Chicago, September Gartner, Inc. announced the six finalists for Gartner's CRM Excellence Award, which will be presented at the company's CRM Summit, September in Chicago, Illinois.
Gartner Announces Three Finalists for the CRM Excellence Award Winner to be Announced at the Gartner CRM Summit in Hollywood, Florida, September Gartner, Inc. announced the three finalists for Gartner's CRM Excellence Award, which will be presented at the company's Customer Relationship Management (CRM) Summit, September in Hollywood, Florida.