COOKING ON REAL-TIME GAS them that they are able to switch .
“ We have around 50 percent market ownership on domestic bulk LPG tanks , so we had a lot to lose , meaning customer retention is absolutely critical to our success ,” Went explains .
“ Over the years we have generally managed the relationship with our 100,000-strong customer base in the same way . We were contacting them in the same way more or less without any differentiation or targeting . Calor has a wide range of customers up and down the country and we were not really taking account of that .”
Calor recognised the need to identify and group segments of customers , and with the help of an external provider did just this two years ago . This involved analysing mountains of data from many sources and the development of algorithms to identify customer segments which feed into a newlypurposeful CRM . “ This is where Talend comes in ,” Went says .
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