SmartLoyalty from WalkerInformation. (Technology Highlights).

Providing great products and services is a way to engender loyalty, but it also rakes a dedicated effort to keep those customers loyal (and it also helps if you can find our who your truly loyal customers are and which are likely to defect). Founded in 1939 and solely dedicated to stakeholder measurement, Walker Information has developed the Walker SmartLoyalty System to help its users gather useful customer information that can be spread throughout the enterprise to help them realize customer loyalty management. Users can conduct global, Web-based surveys to get a snapshot of customer satisfaction. From the results of the surveys, customers are segmented into a matrix consisting of behavior and attitude (Truly Loyal -- customers who like your company and choose to associate themselves with it; Accessible -- customers who are willing to give you opportunities to earn their loyalty; Trapped -- customers who feel they are forced to do business with your company but will leave if they can; and High-Risk -- custo mers who are dissatisfied and actively looking for alternatives) so the customer base can be analyzed not only as to where they currently stand in relationship to the company, but also to discover what can be done to change their rating. Users can also design customized reports that are segmented by geography, customer type and other management information fields or customized for individual accounts.

The main modules of the SmartLoyalty System (which can be integrated with a company's existing CRM software) include: Project Overview, which displays the tools available to provide a summary of individual projects underway; Manage Contacts, which provides the tools for maintaining and adding to account and contact information; View Activity, which provides the tools for viewing, inspecting and monitoring activity within a survey; View Reports, which provides the tools for monitoring the results of surveys; and Follow-up, which allows users to track survey results, followup actions and status of follow-up.

www.walkerinfo.com/800-334-3939