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With one of the largest Customer Relationship Management (CRM) practices in the world—over 4,400 professionals in GBS and more than 10,000 across all of IBM—our consultants truly make an impact, helping clients to integrate their sales, marketing and customer service functions, and improve sales performance across all channels. We partner with companies to improve customer loyalty and satisfaction, while reducing the costs associated with marketing, sales and service. We work with some of the world’s leading CRM software vendors including Oracle/Siebel/PeopleSoft, Chordiant and SAP.

Services and career opportunities

We provide services and offer exceptional career opportunities in the following areas:

  • CRM strategy — develop a platform for managing the CRM journey. Focus on delivering critical capabilities and collaboration across channels and departmental boundaries.
  • Marketing and sales transformation — develop specific competencies necessary for creating organic growth and optimising the effectiveness of Marketing and Sales.
  • Service transformation — transform service operations to create customer value, based on reduced service cost and improved customer satisfaction, through all stages and channels of the post-sales service life cycle.
  • Contact centre Optimisation — improve the efficiency and effectiveness of contact centre operations, including inbound and outbound, sales and service contact centres and their related self-service channels.

Learn more

Message from our CRM Leader

Peter Sullivan

"Our CRM practitioners are constantly provided many opportunities to learn new skills and techniques. From Call Centre Transformation to leveraging Customer Information in new ways, ensures that our practitioners are exposed to the very latest business and technical challenges facing our clients today. Within CRM, we have focussed heavily on developing a strong community of interest, ensuring great teaming and co-operation across the various regions."
- Peter Sullivan, CRM Leader, IBM Global Business Services