Chrysler Corp. is integrating top executives into its CRM strategy with a new customer-calling program that kicks off next week. The "Customer First Call Campaign," spearheaded by Chrysler chairman and CEO Bob Nardelli, asks Chrysler's 300 top executives to make customer service calls to people who have purchased a Chrysler, Jeep or Dodge vehicle in the last 60 days.
Hilton Hotels Corp. has added new components to its HHonors guest loyalty program in a summer push. The hotel company is now allowing its 8 million active HHonors members to earn points when they rent from Budget Rent A Car, a new partner of the program.
Car manufacturers are turning a setback — rising gas prices — into an opportunity to promote car sales. Last week, the average national price of a gallon of regular gas hit $3.62 — amid predictions from the US Energy Department the price would rise to a monthly average of $3.73 a gallon next month. American Suzuki Motor Corp. and Chrysler LLC each announced purchase incentives offering free gas to drivers.
Todd Wheeler, president and CEO of Concierge Colorado and Hospital Concierge of America, knew his contact-tracking system needed an overhaul, and found a solution in InfoStreet StreetSmart.
In order to handle greater volume and inform its other marketing efforts, Vermont Teddy Bear recently extended its relationship with database services provider I-Centrix for its June catalog push, a drop that will be sent to its high-value customers.
Lori Wizdo, VP, marketing, Knoa Software May 14, 2008
When the contact center is the main channel to the customer, it's imperative to look beyond basic measurement and leverage advanced analytics to optimize agent performance and improve customer service. Best practice organizations are formalizing their agent performance tactics into a comprehensive contact center performance management (CCPM) system.
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Curt Bloom, managing director, international, of SmartFocus May 14, 2008
When supermarkets usurped the village shop, some felt the personal touch was lost in retail forever. But today's technology means even the biggest business can talk to every customer as an individual. Personalization is not about mail-merging.
