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 Global Business 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
Marketing, Sales and Service
IBM Global Business Services has a portfolio of offerings to address your most pressing CRM business needs:
CRM Strategy
- CRM Strategy helps clients develop a platform for managing the CRM journey. Programs focus on delivering critical capabilities and collaboration across channels and departmental boundaries.
Marketing & Sales Transformation
- Marketing and Sales Transformation helps clients develop specific competencies necessary for creating organic growth and optimising effectiveness with Marketing and Sales operations.
Service Transformation
- Service Transformation helps clients develop and implement a strategic shift. This transforms them from a traditional product-based business model to a services led one.
Contact Centre Optimisation
- Contact Centre Optimisation focuses on improving the efficiency and effectiveness of contact centre operations.
Business Intelligence
- Business Intelligence describes an environment where relevant, accurate information is provided in a timely manner to allow effective decision making.
CRM Business Transformation Outsourcing
- CRM BTO is all about enriching the customer experience. It enables improvements that yield return; customer satisfaction loyalty and retention increase customer sales via appropriate channels
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