A loyalty suite business method is described for building profitable customer
relationships.
The method is based on a combination of Customer Relationship Management (CRM),
Business Intelligence (BI) and Customer Value Management (CVM). The structure of
the method is based on an engagement model, followed by phases, activities, tasks,
work products and technique papers. The Loyalty Suite approach takes a customer-centered
view and integrates CRM operational processes, customer collaboration touchpoints
and CRM analytical processes. This results in identification of factors which engender
loyalty from a customer perspective. This then determines the enablers and capabilities
needed by a client enterprise seeking to deliver customer value.
