SPSS furnishes Corporate Express with predictive analytics to improve customer loyalty
CHICAGO, IL, 01/08/08 —- Corporate Express US Inc., part of the Dutch-based Corporate Express NV (NYSE: CXP), has selected market-leading predictive analytics software from SPSS Inc. (Nasdaq: SPSS) to improve customer retention for its U.S. operations.
When it comes to customer satisfaction, the wholesale supply industry faces vastly different obstacles compared to the retail industry. While retailers can create intimate loyalty programs or highly personal direct mailings, business-to-business wholesalers – such as Corporate Express – lack actual store space for customer interaction; the industry relies heavily on engaging customers at the beginning of the online or catalog sales cycle, and monitoring purchasing behavior throughout to ensure they retain satisfied customers.
Corporate Express defines loyal customers as those who order across multiple product lines and view the organization as their sole source of office products, office furniture and facility supplies. They also measure loyalty by evaluating the ordering and delivery experience, including if a customer repeatedly orders or refers other customers.
To help enhance customer retention and loyalty, Corporate Express selected SPSS predictive analytics to give the organization a complete view of their customers’ purchasing behavior, starting at the beginning of the sales cycle. This information will be used by the sales force to better serve customers.
“SPSS predictive analytics provides our organization with a sophisticated and strategic way to view our customer data and improve overall satisfaction,” said Matt Schwartz, Director of Business Analysis for Corporate Express US. “We are able to ensure our customers are steered on a path from satisfaction to loyalty. We’re also now able to open up data insights that were just lying beneath the surface, ultimately helping our organization improve the bottom line.”
In the future, Corporate Express plans to use SPSS predictive analytics for market-basket analysis to identify customer cross-selling opportunities on its Web site, furthering an improved overall customer experience.
Jack Noonan, SPSS president and CEO, said, “Corporate Express is taking the guesswork out of their customers’ satisfaction by using SPSS predictive analytics. Organizations are using predictive analytics to understand customers’ needs, preferences, and habits over time to ensure longer-term customer loyalty and find new ways to generate revenue.”
About Corporate Express
Corporate Express provides customers with a single source of business products and services, so that they can focus their resources, energy and time on their core business. Corporate Express helps organizations to save time and maximize their productivity.
Headquartered in the Netherlands, Corporate Express NV generated 2006 annual sales of EUR 6.3 billion. The Company has a widespread global distribution network spanning North America, Europe and Australia, has close to 19,000 employees, and operations in 20 countries. Corporate Express NV is listed on Euronext Amsterdam (Euronext: CXP) and in New York (NYSE: CXP). For more information, please visit www.CorporateExpress.com.
About SPSS Inc.
SPSS Inc. (Nasdaq: SPSS) is a leading global provider of predictive analytics software and solutions. The company’s predictive analytics technology improves business processes by giving organizations forward visibility for decisions made every day. By incorporating predictive analytics into their daily operations, organizations become Predictive Enterprises -- able to direct and automate decisions to meet business goals and achieve a measurable competitive advantage. More than 250,000 public sector, academic and commercial customers rely on SPSS technology to help increase revenue, reduce costs and detect and prevent fraud. Founded in 1968, SPSS is headquartered in Chicago, Illinois. For more information, please visit www.spss.com.
|DSS Home | About Us | Contact Us | Site Index | Subscribe | What's New|
|Copyright © 1995-2021 by D. J. Power (see his home page). DSSResources.COMsm was maintained by Daniel J. Power. See disclaimer and privacy statement.|