Rapid advancements in technology are having a profound impact on the relationship between businesses and customers. Newer digitally based companies are leveraging data to garner valuable consumer insights redefining the customer - business relationship. Rapid growth and impressive financial results have allowed new upstarts to supplant their legacy counterparts in a matter of years.
The impact has been so profound that many mature companies in most industries find themselves playing catch up. In some cases, the impact has been devastating to companies that were once thought to be invincible. While there is little doubt that a well-executed CRM system can generate substantial value, without a clear understanding of your customer’s needs, that value may never be realized.
Several years ago, Dallas Fort Worth International Airport developed a 5-year strategy to ensure continued success in these ever-changing times. Core to our strategy is placing the customer experience as the overarching key result.