Customer Relationship Management AKA HW03

Alaska Airlines
This company had years of data and was in need of an organizational overhaul. Once they had an outside firm, (Siebel), organized that data and applied it where it was needed; they were able to better understand their customer’s buying habits and anticipate “booms’ and lulls that come naturally to any business, but specifically to one so seasonal.

Virgin Mobile
This company emerged in 2002 well after the cell phone big-hitters were on the scene. They used Sprints telecommunications capacity and offered a pay-as-you-go plan. Interestingly enough they don’t have long-term agreements that lock the customer in, but focus on customer service and the quality of devices to hold their advantage. In the interim they have received numerous awards and acknowledged as one of the main contenders in the increasingly tough cell phone industry.

Enterprise Car Rental
Enterprise realized that many customers needing a rental car may have to incur further expense to travel to pick their vehicle up. With this in mind they have evolved to be known as the rental car service who will deliver. This company holds to a tough regimen of customer service calls to evaluate service and each branch is evaluated on the percentage of positive responses…. Enterprise’s idea of a positive response is “completely satisfied”.

"Take care of your customers and employees first, and profits will follow." (Jack Taylor, founder of Enterprise Rent-a-Car)

Click on these links to read about these and other companies’ success in Customer Relationship Management.

http://www.siebel.com
http://www.aboutus.enterprise.com