E.piphany announced that KLM, the fourth largest airline in Europe about to merge with Air France, selected the E.piphany Marketing and Interaction Advisor software solutions to support its customer loyalty and targeted communications programs across its global customer base. The KLM CRM project commenced in January 2003. E.piphany software was selected after a competitive tender process against Siebel, PeopleSoft and Blue Martini.
“E.piphany CRM software will give KLM timely and better insight into individual customer needs. Besides increased cross-sell and up-sell opportunities, this will allow us to provide a better service to our customer,” Paul Gregorowitsch, executive vice president of KLM ‘s commercial division, commented.
KLM‘s has delivered the first result of its CRM project through the recent implementation of the E.piphany campaign management software solution. This application will enable KLM to target customers with special campaigns and offers. This will be followed by the implementation of an integrated customer database that will increase KLM ‘s knowledge of its customers, allowing recognition of customers at different contact points and providing information on individual customer value.