Siebel Systems Inc., a provider of business applications software announced that BMW North America Sales and BMW Financial Services developed contact centers to enhance the customer experience and to increase customer loyalty and retention. Both divisions have developed seperate homegrown call center systems, beginining with a contact management solution and then adding email, workflow and other capabilities. BMW of North America is trying to keep it simple as it uses customer relationship management systems to supercharge dealership parts and service sales. Grant Paullo, BMW's importer manager aftersales marketing and communication, says there are three objectives for leveraging data to increase revenue and build brand loyalty:
1) Transition dealership customers from the showroom to the service department.
2) Strengthen customer relations.
3) Reconnect with ex-customers.
Reconnecting with their ex-customers is where they have the biggest success.
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