Customer relationship management

Companies in virtually every industry face an almost insolvable problem: how to reduce operating costs and maintain profitability in the face of soaring customer expectations.

In an atmosphere of extreme price sensitivity, customers are demanding more service, more convenience and more personalised communications. Businesses must maximise every interaction with their customers to make positive impressions and drive loyalty and preference.

At IBM Business Consulting Services, we regard CRM as a journey, not a destination. It involves shifting your focus from your products and channels to your customer. It means streamlining and integrating your sales, marketing and customer service.

Done right, the results can be extremely powerful:

• Lower contact centre costs
• Increased customer satisfaction and sales conversion rates
• Improved sales performance across all channels (direct, indirect and partner)
• Reduced field service operations costs