Latest News  

Poll reveals customer loyalty is still SF for more than half of companies

Less than half of the Romanian companies currently use a customer loyalty scheme, according to a poll amongst more than 100 local major companies.

2016-03-10 15:54:41 - by Bogdan Tudorache

The survey was conducted by CloudBiz, a regional marketing technology agency that delivers successful end-to-end customer loyalty management in SE and central Europe and Predicta, a leading provider of predictive analytic solutions in Greece and the Balkans.

The customer retention programs have become a strategic priority for the companies seeking to exploit the economic recovery and recent boom, on a very competitive and crowded market, though.
More precisely, 48% of the companies questioned indicated they have such a loyalty scheme, and 57% of them said this has been in place for more than 4 years. However, 28% of the companies confirming a loyalty scheme said the performance was poor, 28% said excellent and for the rest is was rated as "good".

As of the 52% respondents which said they don't have a loyalty scheme in place, the main reasons were scarcity of the marketing budget (33%) and the belief that there's no need for such incentive in their business vertical (22%). That said, more than two thirds of them said they are looking to invest in a customer relationship management system, for various reasons: increase customer retention (72% of the respondents not using a CRM system), increase sales (72%), increase brand awareness (50%) and several others.

"As the market is becoming ever more crowded and the demand more hectic and abrupt in changing, it is obvious that any business is becoming increasingly aware that customer retention is a must. But how would you know to whom you should address the next marketing campaign, and what you should propose so your offer looks attractive from the beginning? Would you rely on the hazard of the human memory or would you put your stake on a long-tested software?", said Vagelis Karalis, Cloudbiz CEO.
Cloudbiz is acting in 8 countries, delivering successful end-to-end customer loyalty management. Through its expertise in customer engagement strategy and tailor made technology solutions CLOUDBIZ helps global brands build unique long-term relationships with their customers. Romania is also on the list, with already a major customer here, Marks & Spencer.

Philippos Paschentis, CEO of Predicta commented "Big Data & Analytics are the heaviest buzzwords in today's wider business area, which more than ever depends on relevant advanced IT technologies. Customer centricity is every marketer's ambition. Organizations across all industries have been investing for the last couple of decades in all sorts of operational systems, through which large volumes of data – relevant to different aspects of day-to-day business activity – are gathered. Customer Analytics unlocks the valuable insights hidden in the masses of information available to every organization nowadays, completing this initiative's investment cycle, and therefore facilitating and maximizing ROI".

Predicta, leading provider of Predictive Analytics Solutions in Greece and the Balkans, offers internationally recognized analytical solutions in Business Analytics that combine the expertise of highly experienced consultants and analysts with the effective methodology and technology that is integrated in their software.

Another finding of the poll is that 34% of the questioned companies said they are not using any type of CRM system at all, while 33% said they have a custom, internally developed solution. Only a third of the respondents said they have a branded CRM solution.

When it comes to how customers are being approached, all respondents indicated the e-mail as primary channel, followed by social media and call centres.

The poll was conducted during January – February 2016 on a representative sample of business leaders, of which 56% hold a Bachelor of Science, 39% have a Master/MBA and 5% are PhDs. 65% of the respondents have a professional experience exceeding 10 years.


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
Bitdefender relocates production of BOX security device from China to Satu Mare

Bitdefender, one of the world's largest security solutions companies with Romanian roots, has moved the production of Box security device from China to Satu-Mare and said it is preparing the launch of its secon

 Read Full article »
Preparing for the new future

Business shared services in Romania is by nature a flexible, mobile and diverse community and in this context, local markets develop their own particularities to address the global changes, to adjust to new dem

 Read Full article »
Accenture opens new center at Brasov

Global management consulting and professional services company Accenture said this week it would open a new business process outsourcing (BPO) centrе in Romania's central city of Brasov, in December.

 Read Full article »
CBRE report: Romania, among the main destinations for outsourcing investments in Europe

Romania is among the main destinations for the Business Services Sector, which looks for well qualified staff, employment cost savings and good quality office space, according to CBRE's Business Services Destin

 Read Full article »
Vodafone Romania and ASE Bucharest opened new IT laboratory in University's building

Vodafone Romania and the Bucharest University of Economic Studies inaugurate the new IT laboratory located in "Virgil Madgearu" building on Calea Dorobanti, finalized through a renovation and modernization proj

 Read Full article »
CTP is launching a project for the workforce market in the areas near its parks in Western Bucharest

CTP, the leading premium industrial parks developer and long-term manager in Romania and Central and Eastern Europe, is starting a social responsibility program that aims to facilitate a series of meetings betw

 Read Full article »
AI, the "performance engine" in Romania's business service industry

ABSL (the Association of Business Service Leaders in Romania) debated during its annual conference the future of the business service industry in our country and AI's influence in this sector's performances.

 Read Full article »
JLL Bucharest City Report: Industrial, logistics and offices were the drivers of the Romanian real estate development market

The industrial, logistics and office sectors in Bucharest were the drivers of the real estate development market in the first nine months of the year, while the retail sector recorded the lowest growth rate in

 Read Full article »
Microsoft extends partnership with Romania's Bitdefender to global level

Microsoft has extended its partnership with Romanian cybersecurity and anti-virus software company Bitdefender to a global level, Gabriela Matei, General Manager, Microsoft Romania announced at the 2017 Microso

 Read Full article »
Certent opens new office in Bucharest

Certent, Inc., a leading provider of software-as-a-service (SaaS) solutions for equity compensation and financial disclosure management today announced the opening of a new office in Bucharest, Romania.

 Read Full article »
 
MOST RECENT VIDEO
 
 
MOST READ ARTICLES
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Roxana Tesiu appointed as the new Vice...
» Molson Coors started to grow its busin...
» Gartner: Romania moved into the first ...
» ABSL: BRD First Tech challenge in Roma...
» Vastint Romania celebrated the opening...
» Healthcare IT outsourcing market is ex...
» Exclusive OT print issue: Genpact may ...
» Manpower:Romania has world's third hig...
» ManpowerGroup launches ManpowerGroup S...
 
EDITOR CHOICE
Andrei Romanescu, Managing Director of Veeam Romania: Outsourcing sector, a decade evolution

Since the early 2000s, this sector has grown at a significant rate (about 20-30% per year). The industry has evolved from focusing on cost and labour arbitrage to adding value – therefore the growth is not so

 Read Full article »
Telus International Europe: Discover how successful smart-home providers deliver exceptional customer service

Key Takeaways

• Internet of Things (IoT) connected home devices are making the contact center and customer service more important than ever. • A friendly approach and positive attitude are import

 Read Full article »
Societe Generale European Business Services support the IT education in Romania through a partnership with ACADEMY+PLUS

Societe Generale European Business Services (SG EBS), part of Societe Generale Group announces a partnership with ACADEMY+PLUS, a revolutionary coding school, tuition free, opened this year in Bucharest.

 Read Full article »
TELUS International Europe: The convergence of customer service and digital marketing/NewGen technologies: What does it mean for businesses?

Technology shapes the way we educate, communicate, conduct business and advance science, all while maintaining significant influence on the global economy. But the way we engage with technology is changing

 Read Full article »
Stay updated on People in Shared Services and Outsourcing Forum, October 19

Outsourcing Today organizes the third edition of People in Shared Services and Outsourcing Forum, on October 19, 2017 in Bucharest at Caro Hotel.

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events