With Horizon, your existing CRM customer data can be applied in a much smarter way across your digital contact channels (email, web landing pages, SMS, IVR, social) to increase your marketing results, improve customer experience and build brand loyalty.
What do customers think of your automated contact channels? Frustration, anxiety and anger could be destroying your brand.
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.
Your CRM data needs to be used in intelligent ways that help you to improve customer experience across all your communication channels.
CEM is a joined-up approach to marketing and customer service, with the aim of improving loyalty. This can lead to a reduction in churn, more referrals and higher profitability.
Horizon can help your CEM programme by making smarter use of your CRM data, customer preferences and contact history.
It pays to get the customer experience right! On average, customer experience leaders have a loyalty advantage of more than 14% over their competitors who neglect the customer experience.
How can you achieve this? By personalising each and every contact with your customers, using smarter data segmentation.
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 reduce cost AND exceed your customers' expectations.