1to1 Media and Gartner have recently partnered to spotlight companies that launch strategies that aim to build customer value, as well as organizational value. As reported on TMCnet.com, The Navy Federal Credit Union is the latest organization to be honored.
"With the change in the U.S. economy in 2007, Navy Federal Credit Union recognized that it needed to strengthen member relationships. To do so, the credit union needed to make a number of changes in how it integrated people, processes and technology with customer relationship management.
"One key initiative was to maximize every member interaction to ensure no business opportunity was ever left on the table. At the time, the credit union had 1,300 contact center agents who were focused on providing reactive customer service and lacked the necessary training to identify and respond to sales opportunities."