Xchange Inc., a customer relationship management software and services provider, said yesterday that Barnes & Noble.com has adopted Xchange 4.0, a software package that provides personalized communications across both online and offline properties.
Barnes & Noble.com is implementing a central customer data warehouse containing relevant information on the company's customers. Powered by Xchange's software, bn.com will be able to leverage a 360-degree view of customer relationships by coordinating feedback from customer interactions at every touch point, both online and offline, in one place. By analyzing this information, Barnes & Noble.com will be able to communicate with Web site visitors in ways that are relevant to their interests, improving the overall customer experience and building long-lasting, valuable customer relationships, Xchange said.
Barnes & Noble.com expects Xchange 4.0 to improve customer relationships by offering a more personalized experience and providing shoppers with timely, relevant offers intended to foster loyalty.
Barnes & Noble.com will also use Xchange's technology to measure the results of marketing efforts and to design marketing campaigns based on accurate return on investment expectations.
Xchange, Boston, also said yesterday that it signed a technology partnership agreement with Vignette Corp., Austin, TX, a supplier of eBusiness applications for building online businesses.
The agreement formalizes the marketing and sales of the Xchange 4.0 eCRM solution suite on the Vignette V/5 eBusiness Platform, which together will drive personalized communications and access across online and offline customer channels in an effort to help companies strengthen customer relationships and increase profitability.
Xchange and Vignette already share several clients, including Merrill Lynch, DaimlerChrysler, Citibank, Sprint and U S West.