Whether you are selling French fries, automotive parts or a preventive maintenance contract, anticipating or better yet, proactively determining your customer's needs provides a level of service that can truly differentiate you from your competitors and establish lifelong customer loyalty. The Internet provides the opportunity to go beyond traditional methods to gain unprecedented levels of customer insight, or customer intelligence, by observing your customers’ complete set of online interactions with your business. Real time enterprise data and fresh, relevant content is also critical for today's customers. By embracing the one-to-one customer relationship strategy, you can manage your customers and the content you deliver to them individually rather that just managing products, sales channels, promotions, etc..

Our content and relationship management component empowers your organization to effectively manage information you deliver to the customer while at the same time capture their requirements, interests and even behaviors. The tight integration between content management and personalization enables you to build an e-business personalization strategy that is 'content-aware' and is managed and driven by the same processes as the rest of your business. Though the technology solutions that support this component are sophisticated and pioneering, the underlying driving principal is simplistic and traditional - The Learning Relationship.

This on-going exchange is an important building block in The Learning Relationship; recognizing the customer, providing a personalized environment, anticipating his/her needs and making intelligent recommendations.

The content and relationship component is comprised of the following pieces:

The AfterMarketPORTAL combines traditional customer and product support touch points with online interactions and allows you to manage these with tightly integrated solutions to design a closed loop service system.

Content Management

Content architecture that empowers all content contributors and leverages diverse Web assets including XML, Java, rich html, multimedia and database content. Content Management allows non-technical content authors to submit, edit, review, and approve content using their favorite tools. You can manage the content from multiple sources such as databases, file systems, news feeds, and legacy systems. It also allows you to define workflow processes with e-mail notifications to manage the collective efforts of your team and schedule launch and expiration of content and applications.

Syndication

Do you share content with other Web Sites? Do your dealers' web sites share common content and data? Syndication technologies increases automation and simplifies the packaging and distribution of digital assets, reducing the cost and time required. These technologies also make it easier to create and manage relationships with affiliates, improving partner satisfaction and increasing the number of affiliates that can be supported. There are also solutions that provide custom self-service portals for affiliates to review offers, subscribe or unsubscribe to offers, check for new content, and monitor subscription usage. In addition,

Relationship Management

Relationship Management enables you to gain critical insight by measuring and analyzing customer interactions across multiple business touchpoints, easily segment customers into relevant groups and automatically deliver highly targeted content to those groups in the form of campaigns. As a result, every communication with your customers becomes more effective at achieving your objective - whether it be delivering timely and relevant information, encouraging larger and more frequent online purchases, or convincing your customers to come back again and again.

Personalization

If applied well, Web and email personalization technologies can deliver genuine value to online customers by tailoring each page or mail viewed by prospects and customers. In doing so, marketers can achieve the benefits of using individual salespeople and present the appropriate company contact, such as the dealer, as they enter the portal. Today's personalization products can capture a great deal about the interests and needs of each individual by asking questions and observing behavior. Personalization can also help form strong, lasting relationships with customers by providing individualized content, information and services. It enables the proactive distribution of personalized content, and provides closed-loop interaction with your e-business audience via e-mail, pagers, mobile phones, PDAs and fax machines.

4CS' partnership with Vignette offers world-class relationship managemant, content management and personalization services to support the AfterMarket value chain. Vignette technology enables businesses to profile their online visitors and deliver personalized content to effectively attract and retain customers. In addition to lowering operational costs and increasing productivity, Vignette's technology helps our customers manage their business online.