Tag "total customer relationship"

Long-term Relationships: Improving Customer Experience in the Automotive Industry

Rather than focus singularly on traditional metrics such as Net Promoter Score, loyalty and satisfaction companies are racing to compete on customer experience. They are learning to extract valuable experience information from long-term relationship data. It’s not a coincidence that they use MDM to do it

The Insurance Industry’s Massive Data Challenge: Two Case Studies from Brazil’s SulAmerica and France’s MACIF Group

With seven million customers, SulAmerica Seguros is the largest independent insurance company in Brazil, offering a suite of financial offerings ranging from health, dental and life insurance to products for retirement and asset management. But as José Guilherme, SulAmerica’s Business Intelligence Manager explained at Informatica World 2016 in San Francisco, without a customer-centric view of... more

Start Here: Your Guide to Competing on Great Customer Experiences

For the past year, we’ve been saying that great customer experiences start with great customer data; and great customer data fuels great customer experiences. But it’s not always easy to know where to begin on this journey from product-centricity or channel-centricity to customer-centricity. That’s the idea behind this workbook, Building a View of Your Total Customer Relationship. Think of it as your comprehensive primer for smarter customer data management. The workbook reviews four lessons to bulletproof your customer initiative, lays out three core components of a total customer relationship, and walks you through the seven steps most companies use to create great customer data. Because once you master the data, you can then begin to master the experiences.

It’s 2015: When Will You Have a 360-Degree Customer View?

Customer-ready companies power great experiences with 360-degree customer views According to a recent Gartner report[i], “business demand is still growing for the 360-degree view of the customer, driven in large part by desire to improve the customer experience.” When I was a frequent flyer marketer at a national airline in the 1990s, our 360-degree customer... more