A smart new approach
By using your existing CRM data, customer preferences and other acquired knowledge, IVR and
other channels such as SMS mobile text messaging can be applied in a much smarter way.
What is intelligent CRM?
Customers don’t just want ‘better and cheaper’, in fact surveys across all industry sectors have shown that great service is consistently rated as more important. But what do customers think of your automated contact channels? Frustration, anxiety and anger could be destroying your brand. CRM alone is not enough to underpin a sound and competitive strategy for customer-engagement. It needs to be harnessed, so that your data can be brought to the front-line of customer interaction.
Customer experience management
CEM is a unified approach to marketing and customer service, with the singular aim to improve loyalty that can lead to a reduction in churn, more referrals and higher profitability. Using customer preferences and contact history, Horizon can ‘micro-target’ an improved customer experience.
Micro-targeting
With products becoming commoditised, price differentiation no longer sustainable and customers demanding more, companies are focusing on the customer experience. Key business metrics such as market share, referral rates, retention and profitability all directly relate to CEM performance.
Our approach
Marketing automation and customer self-service have been introduced for one reason; to save money. But with Horizon, your customers will see the benefit too. Through workshops and by sharing our experience, we’ll help you to identify areas where you can exceed their expectations.
