Voices of CRM

Mar 15 2012   12:12PM GMT

And the winner is…

Albert McKeon Albert McKeon Profile: Albert McKeon

Oklahoma City Thunder fans apparently love connecting with their team, win or lose.

The NBA franchise on Wednesday won a CRM Experience Excellence Award for winning with their fans. The team picked up the prize at the Gartner Customer 360 Summit conference held outside Orlando.

The Thunder was one of several big names to score an award at the event. The honors are presented annually by Gartner and 1to 1 Media.

While NBA All-Stars Kevin Durant and Russell Westbrook set the tone on the court, Thunder management “built an enterprise-wide customer-focused organization from the ground up” to win the gold Customer Experience Excellence Award, according to judges. Match.Com was the silver award winner in this category.

The gold Customer Service Optimization Award went to Symantec, which reengineered its service portals, integrated multiple channels and simplified support processes, “allowing the high-tech company to improve its customer experience,” judges said.

Corel, a software company, won the silver award in this category.

GameStop won the gold Integrated Marketing Performance Award. The national retailer of console and computer games won because its PowerUp Rewards program produced customer loyalty and has become one of the company’s primary business drivers, judges said.

Health care provider Highmark won the silver award in this category.

Harry Rosen Inc., a Canadian men’s wear retailer, won the gold Sales Effectiveness Award by giving personalized service to customers in the store and to those outside it, via communications for new items and private events, judges said.

The computer protection company McAfee won the silver award in this category.

The gold Social Engagement Award went to Husqvarna Professional Products, an outdoor power product manufacturer. The company’s AnswerArmy program promotes community and self-service, enabling customers to find the “reliable help they need,” judges said.

Random House Children’s Books won the silver award in this category.

And the Las Vegas Valley Water District won the gold Customer Analytics Award. The water district “used customer analytics to gain an understanding of why contact center call volumes were spiking and proactively resolved those issues—helping struggling customers and cutting its own costs in the process,” judges said.

FedEx won the silver award in this category.

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