Products & Services

Forward Looking CRM

Forward Looking CRM is for companies and organizations that want to fulfill consumers’ future needs.  Forward Looking CRM, empowers your company to:

• Address customers based on likely future behavior rather than past performance.
• Gain access to their needs, expectations and decisions.
• Build loyalty, achieve higher profits and gain more business from customers.
• Tie qualitative information about customers into quantitative CRM systems.

FIVE MAJOR Benefits:

1. Turn frustrating call center experiences into innovative, problem solving exchanges resulting in  better customer experiences.
2. Build qualitative research files on customers.
3. Improve call center scripts by understanding customer-needs based segmentations while  improving methods for training call center personnel.
4. Increase sales based on real ability to better serve customer needs. 
   
5. Better customer exchanges means more loyal customers, increased sales, additional up-sell and cross-sell opportunities.

How Web DirectLink© & CALCAT Provide Forward Looking CRM:

1. An email invitation to take a survey is sent to the customer database.  New customers are also asked to provide input on their needs and responses to their shopping experience. 

2. Customers share their best thinking in a guided survey of closed- and open-ended questions that are built around needs, perceptions and motivations.

3. They are willing to explain their needs because they haven’t been asked these questions before.

4. For the first time, you’ll understand why consumers and customers do what they do and what might get them to act differently in the future.  Through CALCAT© you’ll see their responses analyzed quantitatively and qualitatively.

5. All language used in the survey is retained and part of a dynamic link between respondent, data and the words they used.

6. Consumer market maps are overlaid onto “needs-based” segmentations.  You’ll see where each consumer who responded sits on the map.

7. Call center screens show the needs of each consumer, their segment and the behaviors of that segment.

8. A set of questions is created for non-survey respondents to quickly determine what customer “needs-based” segment they are in.  The system supplies the language to use with each segment.

9. Call center sales and service reps have more positive exchanges with customers because they ask “needs-based” questions and respond in kind.

10. Following the start-up period, the system functions in real time as new customers go onto the database, respond to surveys or through call-center exchanges are placed in “needs-based” segments.

Value Added Features:

• No limit to the number of customers who are surveyed, or who respond or to the size of the database of members or the information received. 
• Typical survey response is less than 20 percent because customers find their real responses are needed without any limit to what or how much they can say.
• Databases build and run 24/7/365.
• Costs are based on size and complexity of database, call-center operation and depth of information required to create “needs-based” segmentation.