Customer relationships and experience

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Spotlight

Find out what it takes to become a new-age leader in Customer Relationship Management (US) Download "The path forward: New models for customer-focused leadership." white paper

Success for marketing and sales professionals increasingly depends upon gaining insight quickly across the more universe of people, places, and things to transform the customer experience, open new markets and reduce organizational complexity. The Global CRM Leaders Study reports that achieving success requires a choice among three levers for success - Cost and Complexity Reduction, Strategic Service Delivery and Innovative Market Making. less

When it comes to collaboration, how does your enterprise compare? (US) Take the complimentary assessment to find out

Take the complimentary assessment to find out via an interactive tool to help you compare current collaboration practices withmore best-in-class companies. less

Improve the customer experience while optimising Marketing processes

Discover how IBM can help you add science to the art of Marketing

Research and Insights

What do customers want?

Understand what customers value, a critical first step toward building a Social CRM strategy

Predictive analytics: a smarter way to enhance customer relationship management

Discover five predictive imperatives for maximizing customer value

Strategic Service Delivery on the path forward (PDF, 1.28MB)

Strategic Service Delivery redefines service approaches across new and traditional technologies to provide morecustom-tailored customer experiences.less

Going Digital: the connected collaborative path forward Customer Relationship Management (CRM) executives face change of an unprecedented magnitude: more people are doing more online than ever before, creating more data and opportunity for interaction than at any time in history.

Customer Relationship Management (CRM) executives face change of an unprecedented magnitude: more people are doingmore more online than ever before, creating more data and opportunity for interaction than at any time in history. Leaders understand that success depends on tapping into customer insight to understand and engage more effectively with customers. less

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Case studies

Carrefour strengthens customer loyalty and its brand with new promotions strategy (US) View the case study

The largest retailer in Europe sought to gain more control over its marketing processes and more effectively leveragemore its business intelligence. less

ING Bank Slaski S.A.: Automates marketing efforts to use real-time data for increased success (PDF, 621KB) ING Bank (Poland) increases service to customers while driving new sales.

A banking leader in Poland increases service to customers and grows revenue by deploying analytics tools to improvemoreunderstanding of customer wants and needs. less

TATA Sky launches major satellite TV business with unprecedented speed TATA Group, launched its business in a short time and crossed the one million connections mark in its first year of operations.

TATA Group chose IBM to build the IT infrastructure for its TATA Sky satellite broadcasting service. more Within its first year of operation, the company had signed up its one-millionth connection — a world-record growth rate for direct-to-home broadcasting. less

Solutions

Multichannel Customer Experience Assessment (PDF, 1.17MB) Gain insight into how well you are serving your key users across channels and determine how to improve the quality of your brand experience

The IBM Multichannel Customer Experience Assessment includes three components that help drive a rapid understanding ofmore how customers are supported today and where prioritized investments can have the greatest impact. less

Contact Centre Optimisation (US) Improve the efficiency and effectiveness of your contact center operations with a high-quality customer experience across all appropriate channels

Improve the efficiency and effectiveness of contact centre operations with a high-quality customer experience across allmore appropriate channels. less

Achieving a sustainable competitive advantage with business process analytics (PDF, 114KB) Discover how to gain greater insight into buyer behavior and satisfaction

Discover how to gain greater insight into buyer behaviour and satisfaction

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  • Luke Macfarlane

    Luke Macfarlane

    IBM C-Suite Specialist

  • Or call me at: +61294079658
  • mobile: +61-412022922

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C,The Customer-activated Enterprise,Sub title: Insights from the Global C-suite Study

Ten years, 17 studies and 23,000 face-to-face executive interviews have given us rich insights into how private and public sector leaders think. ‘The Customer-activated Enterprise’ is our first simultaneous study of the entire C-suite.