Member Relationship Management
We can bring the full power of our Marketing Database and intelligence to the front line. This helps them to serve our Members more intelligently and efficiently, and leads to much more intelligent processes and people, and subsequently more engaged Members.
Gary Howard
Vice President, Marketing & Communications, CAA Atlantic
MRM Highlights
- Provide customer service representatives with a 360° view of each member to facilitate meaningful member interactions
- Streamlines transactions and access to member details and past and current transaction activity
- Provides customer service representatives with a clear understanding of service and sales opportunities via Dialog Topics
- Measures the closing notes of dialog opportunities so you can see what is working and what isn’t
- Improve your analytical capabilities using your own business-line transactions, client feedback and contact management, 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, Product Index and Net Promoter Score to measure the success of your MRM initiatives
More than ever, AAA and CAA clubs are focusing on a member-centric business strategy that provides enhanced value to individual members, while increasing the member's value to the club. The AXIS Member Relationship Management (MRM) toolkit supports this strategy by enabling auto clubs to leverage a comprehensive 360° view of members, both individually and collectively.
The AXIS MRM solution delivers the analytical and operational tools needed by clubs to gain a clear understanding of client history and new opportunities, and translate that knowledge into personalized marketing and sales initiatives, improved customer interactions, and strengthened member relationships.
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
Present timely and relevant Just in Time and Table-driven Qualification Rules promotional and service topics to your front-line staff for discussion and improved interactions with clients, and to capitalize on cross- and up-selling opportunities.
Client Feedback
Create feedback questionnaires and surveys to 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.
Incentive
Automatically calculate and report on employee commissions and incentive earnings.