There's an adage in business that says, simply, take care of your customers and the bottom line will take care of itself. Winners of the 2012 Gartner & 1to1 Media CRM Excellence Awards are proof that this is true. Organizations that employ strategies designed to build customer value build organizational value as a result.
Through our joint awards program, 1to1 Media and Gartner spotlight excellence among organizations that take a customer-centric approach to improving their business performance and have seen exceptional results from doing so. The 2012 Gartner & 1to1 Media CRM Excellence Awards honor successes in six categories: Customer Analytics, Customer Experience Excellence, Customer Service, Integrated Marketing Performance, Sales Effectiveness, and Social Engagement. This year we recognize three winners in each category—one winner hails from EMEA; the others (one gold, one silver) from the Americas—and will celebrate their achievements at the corresponding Gartner event. We honored the Americas winners at the 2012 Gartner Customer 360 Summit (Orlando on March 14). We'll announce and celebrate the EMEA winners at the Gartner Customer Strategies & Technologies Summit (London on June 11).
"The interesting thing in reviewing the submissions for the CRM Excellence Awards is the creativity firms bring to the notion of becoming customer centric," says Scott Nelson, managing vice president at Gartner and co-chair of the awards. "Firms increasingly realize that it is about understanding what the customer really wants, not just what they think they want. And the winning submissions come up with innovative and exciting ways to make that happen."
In the stories that follow, the winners of the 2012 Gartner & 1to1 Media CRM Excellence Awards reveal how putting customers are the core of their business strategies drives profitable growth and superior business performance.
— Ginger Conlon
To read 1to1 Media's blogs about the Gartner & 1to1 Media CRM Excellence Awards, click here.
View our Facebook photo gallery of the award-winners. Related Video: Gartner and 1to1 Media 2012 CRM Excellence Award Winner: HighMark Wins With Collaboration
|Customer Experience Exellence |
Oklahoma City Thunder built an enterprisewide customer-focused organization from the ground up, and is now rated the top NBA team in overall fan experience.
Match.com's three-pronged customer engagement strategy not only ensures customers are happy, it also saves money and creates efficiencies.
| || || ||Customer Service Optimization |
Symantec Corporation overhauled its integrated service channels, leading to substantial gains in customer satisfaction.
By creating a single hub of customer information, Corel increased NPS scores by 50 percent and boosted revenue.
| || || ||Customer Analytics |
Las Vegas Valley Water's use of analytics helps it identify and reduce both customer delinquencies and field service calls, cutting costs in the process.
FedEx is shifting its service focus to first call resolution, and is taking an analytical approach to agent coaching to support the accompanying culture change.
| || || ||Integrated Marketing Performance |
GameStop's PowerUp Rewards program is more than a loyalty program; the integrated initiative has become one of the company's primary business drivers.
Highmark's Health Partner program sends condition-specific, proactive communications to patients to help keep them healthy.
| || || ||Sales Effectiveness |
Harry Rosen's store armed its sales associates with the information and tools they need to provide more efficient and personalized service.
McAfee cleansed its raw customer data, leading to better qualified leads and an improved customer experience
| || || ||Social Engagement |
Husqvarna Professional Products' social customer service initiative aims to reduce service costs, while providing customers with reliable, real-time support.
To create awareness for new author releases, Random House Children's Books created an online community that promotes discussion and word of mouth.