Member Relationship Management
"Staff can quickly identify key information and provide a far better quality of service. This directly reflects on the loyalty of our club members."
Marie-Claude Nantel
Operational Support Analyst, CAA Québec
MRM Highlights
- Provide customer service representatives with a 360° view of each member to facilitate member interactions
- Streamlines member transactions and access to member details and past transactions
- Provides customer service representatives with a clear understanding of service and sales opportunities via the Dialog Topics
- Measures the success of dialog opportunities so you can see what is working and what isn’t
- Improve your analytical capabilities using your own business-line transactions and contact activity, which can be supplemented with third-party demographic data sources
- Collect first-hand information from members that is actionable, improves member insight and significantly augments your analytical capabilities
- Analyze member data for profiling, segmenting, targeting relevant promotions and dialogs with members
- Define key MRM metrics such as Lifetime Value and Product Index to measure the success of your MRM initiatives
Progressive AAA and CAA auto clubs focus on a member satisfaction business strategy, providing value to individual members and increasing the members' value to the club. The AXIS Member Relationship Management toolkit supports this strategy by enabling auto clubs to leverage a comprehensive 360° view of each member in order to build stronger relationships with them.
With the Member Relationship Management toolkit, your club can personalize marketing, sales, and service activities and differentiate how services are offered to provide a unique and valuable experience to each member. The result is expanded use of club services, strengthened member relationships, and increased member retention.
The Member Relationship Management Toolkit
Navigator
Provides a comprehensive 360° view of each member and dialog topics to empower front-line staff in their interactions with members and customers. Navigator also provides optimized navigation to help provide timely and efficient service.
Dialog Marketing
Identify appropriate, relevant sales and services topics to your front-line staff clients during their interactions with clients, or directly to clients who use your website as their preferred communication channel.
Client Feedback
Create feedback questionnaires and surveys on your website or for use by front-line staff that will collect relevant, first-hand, actionable information about your members. Use this information to augment analytical capabilities and sales opportunities.
Database Marketing
Examine your 360° view of each member for profiling, segmentation and targeting, and to reach a better understanding of individual members.
Lifetime Value
Using transactional information from all business lines the Lifetime Value will calculate the overall value and display it to frontline staff.
Promotion/Response Tracking
Provide marketing staff with the tools to run promotional campaigns, target individual members and clients and measure their success.
Member Request/Complaint Tracking
Request, lead and complaint processing allows front-line staff to capture pertinent details for all business lines and either handle or route the "transaction" to the appropriate department.