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Customer relationship management transformation offerings from IBM

Executive summary

Business view

Technical details

The goal

The customer's viewpoint

With CRM transformation offerings from IBM you can learn more about your customers. Their perceptions, expectations, experiences with your company interactions with your staff. We can help you provide profitable, cost-appropriate, personalized service based on customer-defined value.

The advantage

Why choose IBM?

CRM transformation offerings from IBM can help you design successful CRM initiatives. We offer a CRM practice with in-depth industry expertise and proven methodologies for all phases of the project from strategy development to deployment. Our offerings leverage:

A holistic view of your customers to help you retain them and win business that might otherwise have gone to competitors
"Lessons learned" from our own e-business transformation experience to help you achieve maximum ROI on the shortest timeline
Worldwide alliances with best-of-breed ISVs to help you assess and implement the right CRM applications for your company
Flexible financing terms with a customised payment structure through IBM Global Financing

The benefits

Becoming customer-centric

CRM transformation offerings from IBM can help you better serve your customers by understanding them better. We can help you develop a sales and service road map by integrating CRM operational processes, analytical processes and direct customer collaboration. It is this outside-in perspective that helps determine your most profitable customer loyalty strategy.

Our offerings are designed to help:

Identify the optimum customer-centric strategy and approach to attain your CRM strategy, goals and objectives
Provide a gap analysis, assessing your ability to implement and maintain your strategy
Align customer-focused investments, initiatives and strategy with business strategy, goals and objectives
Develop and implement a strategy so you can become customer focused -- and customer preferred

We can help you:

Differentiate your organization to attract and retain customers based upon value-added customer interaction across all channels
Implement a customer-defined vision (segment-based or personalized, individual-customer-based) of your company
Identify business processes, channel capabilities, organizational and infrastructure changes required to consistently ensure customer value

The approach

Customers -- a better understanding

CRM transformation offerings from IBM can help you by providing an external view of your organization, we combine proven methodologies with a set of pre-defined activities and tasks:

Engagement templates containing best practices and benchmarking data
Focused activities that leverage business intelligence, CRM and customer value management competencies
A work breakdown structure that decomposes a series of complex tasks to support the customer-centric approach

Through this engagement we can help you define a customer-centric approach to increase retention and satisfaction -- resulting in more profitable relationships with your customers.

The financial advantage

Customer-driven return on investment

For your investment, CRM transformation offerings from IBM can help you:

Use customer input to design more profitable sales, marketing and services channels
Optimize channels by making offers through the most cost-appropriate access based on the value of the customer
Optimize service processes by cutting costs without losing customers
Increase customer spending
Drive customer loyalty through key customer-defined differentiators

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