Case Study: Swedish Rail Operator SJ Increases Revenue and Customer Satisfaction Using CRM

What do you do when faced with looming competition due to industry deregulation and an uncertain economy?

You focus on the customer...which is exactly what Swedish rail operator SJ did to substantially increase revenue per customer through personalized customer experiences. Like many businesses, SJ realized that a large portion of its revenue came from a small but unknown subset of customers. To keep a step ahed of future competition, SJ needed the insight to develop and deliver the right customer experience to identify, attract, satisfy, and retain high-value customers. Now, SJ has seen a marked increase in average revenue per customer and is able to monitor revenue and profitabilty in various areas.

Key to SJ's success? Rigorous customer surveys and focus groups, excellent customer service, and a well-thought-out and well-executed CRM strategy leveraging Siebel CRM and its Marketing and Loyalty modules. Learn more about how SJ was able to do so in this Gartner case study.

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