Capital One Financial Corporation, a US credit card issuer, invested heavily in a CRM programme intended to nurture its customers and ensure delivery of the right product at the right time to the right customer. The programme was so successful that it even allowed the company to deliver products that customers were not aware they needed. As a result the company went from start-up in 1995 to industry leadership in a short time of five years....

BPIR Categories

1.3.1 Build customer relationships
1.2.5 Predict customer purchasing behaviour

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