TABLE 3
FROM:
Personalisation and CRM
Tyrone W Jackson
BACK TO ARTICLETable 3. Personalisation cost savings
| Company | Results |
|---|---|
| Cisco Systems |  Saved $500,000 per month by moving inbound telephone calls from a human-manned call centre to a look-up utility on the web. |
| Saves more than $700 million annual by moving order inquiries from an inbound call centre to web pages. | |
| $17 million in savings in one year on technical support and shipping.13
| |
| United Technologies | United Technologies saved 40 per cent on supplies by purchasing them through a Web auction hosted by FreeMarkets.26
|
| American Airlines | Improved the level of service by making it easier for customers to handle their travel needs from one location by making the information relevant to the particular customer, and giving customers control over their own 'account'.25
|
| ROI projections for personalisation were forecasted to be 193.5 per cent.27
|
