Success story — IBM (formerly FileNet)

Industry:

Computer software company

Challenge:

Maintain strength in core vertical markets while improving growth and profitability.

Solution:

Launch a customer loyalty program based on Net Promoter®; work with Satmetrix to augment existing quality metrics and identify areas for improvement.

Results:

Double-digit growth in the installed base; double-digit increase in profits; a customer reference program that has driven several million dollars in revenue.

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