Success story — IBM (formerly FileNet)
Industry:
Computer software company
Challenge:
Maintain strength in core vertical markets while improving growth and profitability.
Solution:
Launch a customer loyalty program based on Net Promoter®; work with Satmetrix to augment existing quality metrics and identify areas for improvement.
Results:
Double-digit growth in the installed base; double-digit increase in profits; a customer reference program that has driven several million dollars in revenue.