Companies that use CUSTOMER RELATIONSHIP MANAGEMENT

Boots the Chemists
* comprises 20% of the prescription market in the UK
* comprises 26% of the health and beauty market in the UK
* uses an Advantage Card program to reward customers - presently has 12 million cardholders
* company statistics show that cardholders spend 50% more than non-cardholders
* within the first 18 months of the program's existance, the company experienced an increase in turnover of 18%

John Lewis Partnerships
* owns 25 department stores and 130 Waitrose supermarkets in the UK
* created the "John Lewis" brand name
* focuses business on good business practice and the principles of customer service
* aims to create relationships with customers in their mid-20's and grow with them and eventually become the "family favourite" store of choice.

Standard Life
* one of the world's leading mutual financial service groups
* located in a large number of countries around the world
* consists of 4 companies: Standard Life Assurance, Standard Life Investments, Standard Life Bank and Standard Life Healthcare
* were originally considered complex and difficult to deal with, remote, uncaring, inflexible, and having systems designed to benefit the company and not the customers.
* the company was able to fix this by changing their business practices according to customers' financial needs.
* were able to sucessfully integrate all 4 databases into a single customer view environment and create web personalization which allowed profiling.