1-800-FLOWERS.COM`s e-commerce Business Blossoms Using Customer Intelligence From CustomerCentric Solutions
CAMBRIDGE, Mass.--Feb. 25, 2002--
Web Analytics From CustomerCentric`s NetGenesis(R) 5.5 Solution Provides 1-800-FLOWERS.COM(R) With "Big-Picture" View of Customers
CustomerCentric Solutions, a division of SPSS Inc., and the leading provider of analytic customer relationship management solutions, announced today that 1-800-FLOWERS.COM, Inc., one of the world`s largest multi-channel flower and gift retailer, is using its Web analytics software to deliver "big-picture" customer information that can improve its Web commerce performance.
"We moved to CustomerCentric Solution`s NetGenesis software last year because we wanted to improve the quality of our customer information," says Enzo Micali, chief technology officer for 1-800-FLOWERS.COM.
"Before we brought in the NetGenesis product, we were only able to get a single day`s snapshot of site activity," said Rich Minns, application development manager, 1-800-FLOWERS.COM. "We knew we wanted more powerful software for looking at longer-term trends, which NetGenesis 5.5 can provide for us."
1-800-FLOWERS.COM today enjoys annual sales of more than $442 million. Just as the 800 number boosted the company`s initial growth, the online channel has also proven effective for sales -- the 1-800-FLOWERS.COM Web site is now the fastest growing portion of the company`s business. 1-800-FLOWERS.COM purchased NetGenesis so that its marketing organization could learn more about its customers` behavior
-- and is now using the knowledge gained from the NetGenesis solution to improve site navigation and customer satisfaction.
Through using CustomerCentric`s NetGenesis solution, the 1-800-FLOWERS.COM Web site marketing team is finding even more sophisticated measurement opportunities. Specifically, 1-800-FLOWERS.COM is able to:
-- see trends over time, with long-term analysis of up to two
years
-- improve site navigation by analyzing clickstream patterns and
determining the most used exit pages
-- determine which product collections are most popular by
examining customer page visits.
"1-800-FLOWERS.COM purchased NetGenesis because of its ability to perform accurate, detailed analysis of very large volumes of information," said Sue Phelan, president of CustomerCentric Solutions. "The longer-term value for 1-800-FLOWERS.COM lies in how our capabilities to perform in-depth analysis of increasingly higher data volumes across their multiple Web sites can become a strategic management resource for the company."
About NetGenesis 5.5
NetGenesis 5.5 from CustomerCentric Solutions gives customers the ability to track sales and site visits on a per-customer basis -- and it will let a company`s business analysts track "quality visits," which identify customers who make purchases and then return to make new purchases within a set time period. The NetGenesis 5.5 platform comes available with a complete suite of E-Metrics reports. E-Metrics such as recency, frequency and stickiness are available out-of-the-box along with over 150 business-oriented reports. With NetGenesis 5.5, users can also create custom metrics unique to their business, to quickly and accurately evaluate the financial performance of their Web initiatives. The product`s ability to identify online users in a thorough and accurate manner allows a company to subsequently correlate these users with offline users for effective multi-channel analysis.
NetGenesis 5.5 is available on Windows NT/SQL and Sun Solaris/Oracle platforms with support for IBM AIX and DB2 platforms to follow shortly. Pricing for the NetGenesis 5.5 solution begins at $100,000.
About 1-800-FLOWERS.COM(R)
With one of the most recognized brands in gift retailing, 1-800-FLOWERS.COM provides a broad range of thoughtful gift products including flowers, plants, gourmet foods, candies, gift baskets and other unique gifts to customers around the world via: the Internet at www.1800flowers.com; by calling 1-800-FLOWERS(R) (1-800-356-9377) 24 hours a day; or by visiting one of its Company- operated or franchised stores. The Company`s gift product line is extended by the merchandise sold under its other brand names, including home decor and garden merchandise under Plow & Hearth(R) (phone: 1-800-627-1712 and web: www.plowandhearth.com ) gourmet food products under GreatFood.com(R) (www.greatfood.com), and children`s gifts under Hearthsong(R) (www.hearthsong.com) and Magic Cabin Dolls(R) (www.magiccabindolls.com). 1-800-FLOWERS.COM currently maintains strategic online relationships with AOL Time Warner (AOL keyword: 1800flowers), Yahoo!, and Microsoft Corporation (MSN) among others. The Company`s website was recently chosen as one of "The Best Places to Shop Online" by The Wall Street Journal. The Company`s Class A common stock is listed on the NASDAQ National Market (ticker symbol "FLWS").
About CustomerCentric Solutions
CustomerCentric Solutions, a division of SPSS Inc. (NASDAQ:SPSS), helps businesses improve profitability by providing an analytical platform that increases the effectiveness of every customer interaction in complex web and multi-channel environments. CustomerCentric(R) helps companies manage their most valuable asset -- customers -- by optimizing revenue and increasing the number of customers, customer value and customer loyalty. With NetGenesis(R) E-Metrics customers quantify the return on investment of complex Web initiatives -- from marketing and site design improvements to customer acquisition, conversion and retention. Leading enterprises worldwide, including British Telecommunications, Charles Schwab, DoubleClick, General Electric, Sun Microsystems, Time and Verizon, rely on the analytical power of NetGenesis and CustomerCentric to discover what customers want and predict what they will do next. For more information, please visit www.spss.com/customercentric and www.netgenesis.com.
CONTACT:
CustomerCentric Solutions
John Hoye, 800/982-6351
jhoye@spss.com
or
Collaborative Communications, Inc.
Stacy Smith, 617/520-9120
smith@collaborative.com
Jessica Walsh, 617/520-9119
walsh@collaborative.com
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