Managing Relationships with Customers

There was a time in the not-too-distant past when the job of meeting customer expectations wasn’t all that difficult: keep the store open and the phones staffed between the hours of 9am and 5pm; maintain a decent inventory; provide reasonable levels of quality; and remind your employees that the customer is always right. The formula for sales success was equally straightforward. All it took was a good product, some enticing advertising, a competitive price, and a persuasive sales force.

Technology has dramatically altered those equations. Today’s customer demands highly personalized service, highly customized products, and support that is available around the clock, 365 days a year. And in a world where your customers can purchase your competitor’s products just as easily as they can buy yours, the old one-size-fits-all approach to sales and marketing is no longer adequate to the task of retaining current customers and attracting new ones.

Bridging the gap between customer expectations and corporate capabilities requires the ability to anticipate customer needs and respond almost instantly. That means implementing solutions that allows your organization to build seamless connections between back-end data and front-end systems and create a flexible information infrastructure that works as a tightly integrated whole.

Flatbox Internet Business solutions offer a comprehensive set of capabilities and features that enable companies to manage customer relations with greater efficiency, agility, and success.

Enhanced customer relationships:

Dynamic, feature-rich Web sites that integrate user profiling and personalization capabilities, enable you to provide timely, relevant content and deliver a meaningful Web experience that reflects a customer’s unique preferences and needs.

Personalized Web interaction:

Build customer loyalty by delivering targeted information to customers and business partners. A sophisticated content assessment framework automates complex content selection decisions and delivers the most relevant content to users based on user profile. Other features include customer-specific catalogs, and the ability to interact with customers in their preferred language and currency.

Effective online commerce:

Sophisticated self-service catalogs, comprehensive search capabilities, easy-to-use shopping carts, and flexible order processing technologies simplify the online shopping experience for customers, and help them complete transactions quickly and efficiently.

More effective sales and marketing:

Comprehensive analysis and predictive business intelligence tools enable you to take full advantage of the wealth of data generated through your Web site to understand user behavior and predict purchasing patterns, demographic affinities, and advertising relevance. Business analytics capabilities enable marketing analysts to gauge the effect of pricing and promotions, target customer segments more accurately, and analyze buying patterns to take advantage of cross-sell opportunities. You’ll also be able to assess the value of specific market segments and even individual customers, and determine which customers deliver the most value and profit.

Better customer service:

The quest to build customer loyalty doesn’t end with a sale. Providing excellent post-sales service is often the key to creating lifelong relationships with buyers. Flatbox and its partners provide extremely cost-effective options for delivering highly automated after-sales support that is available 24 hours a day, 7 days a weeks.