Customer relationships and experience

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Spotlight

Find out what it takes to become a new-age leader in Customer Relationship Management 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? 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 with best-in-class companies.

Research and Insights

Strategic Service Delivery on the path forward Strategic Service Delivery redefines service approaches across new and traditional technologies to provide custom-tailored customer experiences. (1.29MB, 16 pages)

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

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 more magnitude: more people are doing 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

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. Leaders understand that success depends on tapping into customer insight to understand and engage more effectively with customers.

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Case studies

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

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

ING Bank Slaski S.A.: Automates marketing efforts to use real-time data for increased success ING Bank (Poland) increases service to customers while driving new sales. (621KB, 2 pages)

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

TATA Sky launches major satellite TV business with unprecedented speed TATA Group chose IBM to build an SOA-based IT infrastructure for its TATA Sky satellite broadcasting service. 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.

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

TATA Sky launches major satellite TV business with unprecedented speed

TATA Group chose IBM to build the IT infrastructure for its TATA Sky satellite broadcasting service. 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.

Solutions

Multichannel Customer Experience Assessment Gain insight into how well you are serving your key users across channels and determine how to improve the quality of your brand experience (1.17MB, 2 pages)

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

Contact Center Optimization 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 center operations with a high-quality customer experience across all appropriate channels.

Achieving a sustainable competitive advantage with business process analytics Discover how to gain greater insight into buyer behavior and satisfaction (114KB, 4 pages)

Discover how to gain greater insight into buyer behavior and satisfaction.

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