ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Co-innovation — joint product development efforts with customers. Customer references — testimonials from customers.

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Co-innovation — joint product development efforts with customers. Customer references — testimonials from customers.

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

Customer Bliss

DECEMBER 12, 2017

Year 4 and 5: Put together a CRM team and by then, the analytics teams were there, which increased customer data mining. Now Isabella’s team is more proactive in using data, understanding customer engagement, and solving problems that erode value. Year 6+ – Introduction of NPS and internal marketing of success.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0