Today we announce the winners of the 2013 Gartner & 1to1 Media CRM Excellence Awards. I've been with 1to1 Media since the inception of the awards and have seen it evolve into what it has become today: An international program that recognizes customer experience leaders--companies that have taken chances and have overcome adversity to advance their customer-centric practices forward.
During the past 11 years, I've also witnessed the evolution of the customer experience space to one that includes marketers and customer service leaders as technologists and data analysts, and also leverages social media channels as popular platforms in which to engage customers.
The winning companies of the 2013 Gartner & 1to1 Media CRM Excellence Awards are at the forefront of that customer experience evolution. From implementing cross-channel strategies and integrated customer communications to introducing innovative programs to improve adoption of their CRM tools, these companies are setting the standards in delivering customer centricity and can correlate results from doing so.
In the Customer Analytics category, Maple Leaf Sports & Entertainment, for example, has demonstrated a 54 percent increase in open rates and a 166 percent increase in click-through after analyzing customer insights to be more mindful of fans' life stages.
In the Customer Experience Excellence space, Intuit has seen transactional NPS increase 18 points after it created a four-pronged approach for gathering, analyzing, and acting on customer feedback.
And in the Customer Service Optimization category, after Cisco constructed a personalized Web experience and a single customer view, it's seen a 64 percent jump in monthly visitors who log onto Cisco.com.
We look forward to honoring these companies today at the Gartner Customer 360 Summit in San Diego. Please follow along by using #GartnerCRM.
Also, please visit our new and improved Gartner & 1to1 Media CRM Excellence Awards site that includes the winners' case studies, a PDF of the e-book to download, and videos with the winners. And log onto Think Customers: The 1to1 Blog this week and next where the 1to1 Media editorial team will continue to blog daily about the winners and add commentary on trends and challenges that touch their respective categories.
Finally, if you think that your company deserves to be one of these 12 winners next year, go here to read about the 2014 program to learn how to nominate your brand. The call for entries opens in October. Good luck and we hope to see you on the stage at the Summit next year!