Organized sports teams are a billion dollar industry thanks to the fans that support them. Just like any other business, they need to keep their customers happy to keep them coming back.
That is exactly why the Oklahoma City Thunder basketball team deployed Microsoft Dynamics CRM; to get a 360 degree view of how their fans were feeling and what they were saying.
Filling Seats With CRM
With a franchise as big as a basketball team, it’s hard to imagine how one could satisfy all of their customers all of the time. Yet the Oklahoma City Thunder has managed to do just that, with a customer satisfaction rating more than twice the average for other NBA teams. How? By deploying a Customer Relationship Management (CRM) system.
We’ve mentioned before how much a CRM solution can benefit your business, and this NBA team is a prime example of what we were talking about. Oklahoma’s Chesapeake Stadium can fit over 18,000 fans; that’s a lot of customers to take care of, yet the Oklahoma Thunder has been ranked the number one NBA team in terms of overall guest experience.
Their CRM solution has provided them with a central repository for every piece of customer information they collect. From metric-based research data to social network feedback; their CRM gathers it all in one place and shares the data with Thunder customer service representatives, who use this information to improve and personalize their fans experience.
CRM: Slam Dunk Data
The Oklahoma City Thunder team has left no stone unturned in their quest for customer data; from favorite players to birthdays to preferred foods, their CRM solution captures this customer feedback and is used in a monthly trending report. That report is then used to provide a snapshot view of the current level of customer service, and the franchise makes changes based on these reports.
Their CRM has enabled this basketball franchise to effectively connect every facet of the customer experience; from buying tickets on their website to connecting with Facebook, the Oklahoma City Thunder has soared to the top in terms of customer satisfaction. All thanks to a Customer Relationship Management (CRM) solution.
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