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New SmartLoyalty™ Solution Provider (SP) Measures Customer Loyalty to Meet Mid-market Needs

Leveraging the success of enterprise clients, leading stakeholder research company launches mid-market solution to gather, understand, and act on customer feedback

INDIANAPOLIS – Walker Information announced today the release of its SmartLoyalty™ Solution Provider (SP) edition, a customer survey solution combining proven research science and technology applications.  SmartLoyalty SP equips businesses with knowledge about which customers are going to leave, which are going to stay and what changes can impact that decision.

The primary offering of Walker Information’s newly formed Mid-market Solutions Division, SmartLoyalty SP will offer a cost-effective system targeted at the IT solution provider category, including system integrators, value added resellers, IT/business consultants, service providers, telephony integrators, and software vendors.  Modeled on an already successful enterprise edition used by companies such as Cisco Systems and CDW Computer Centers, SmartLoyalty SP will fill an increasing need in the mid-market space for a systematic and scientific way of incorporating customer feedback into strategic business decisions and tactical improvements.  

Unlike customer relationship management, which focuses on past customer activities, customer loyalty management provides insight into current and future customer behaviors and attitudes. Drawing from Walker Information’s historical strength as a research company, SmartLoyalty SP gathers the “voice of the customer” and translates it into a better understanding of customers’ buying intentions.  With this feedback, companies can better forecast revenue growth from existing customers, as well as increase customer loyalty to generate higher revenues.

SmartLoyalty SP combines the intelligence of proven causal models with a web-based, hosted software application that is easy to implement.  Customer feedback on items such as the competitive landscape and future intent to purchase is enhanced by the ability to segment customers into specific loyalty groupings for deeper insights at the individual account level.  Reported through Walker’s software solution, the resulting information is more powerful, helping companies effectively and efficiently manage customer relationships and organizational changes through features, including:

·Fully interactive, real-time customer dashboard -- with drill down capability -- that lets
businesses know which customers are going to leave, which are going to stay and what changes can impact that decision.
·Automated e-mail alerts to keep account managers up-to-date with customers’ latest feedback and segmentation based on their attitudes and perceptions.
·Regularly scheduled e-mail reports to keep employees accountable for monitoring and addressing specific customer concerns.

Steve Walker, president and chief executive officer of Walker Information, emphasizes the value of an effective customer loyalty solution for mid-market companies.

“With the success we’ve had with the enterprise edition of Walker SmartLoyalty™, it was a natural step to reach out to mid-market companies,” Walker said.  “This solution will empower executives, account managers and employees with strategic and tactical information to build loyalty and give companies a competitive advantage in the marketplace.”

Doug Hooton, vice president and general manager of Walker Information’s Mid-market Solutions Division, touts the return on investment in conducting customer loyalty measurement.

“There is significant bottom line value in conducting a customer loyalty management program through SmartLoyalty SP,” Hooton said.  “This system enables you to retain and sell more to existing customers, generate new revenue from customer referrals, and lower the cost of sales and operations – and in many cases for less than what it would cost to lose just one customer.”

For more information about SmartLoyalty™ SP, visit http://www.walkerinfo.com/sp.

Walker Information is a privately owned, Indianapolis-based company with offices throughout the U.S. and Canada.  Since 1939, Walker has conducted stakeholder research and measurement in the critical areas of customer loyalty, employee commitment, business ethics, and corporate philanthropy.  For more information about Walker Information, visit the company’s website at www.walkerinfo.com or call 800.334.3939.

To learn more about how this innovative software works, Walker Information offers an in-depth demonstration of Walker SmartLoyalty™ SP upon request.

 
Editorial Contact:
Michael DeSanto
Walker Information
317.843.8613
mdesanto@walkerinfo.com
 
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