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. According to IBM research, 79% of business leaders have only a generalized or superficial/absent understanding of their customers. As a result, we could interpret that business leaders continue to act on an operational basis or “what can be made faster or more efficient,” versus what the customer may value most.

In an atmosphere of extreme price sensitivity, customers are demanding more service, more convenience and more personalized communications. Businesses must maximize 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 center costs 
• Increased customer satisfaction and sales conversion rates 
• Improved sales performance across all channels (direct, indirect and partner) 
• Reduced field service operations costs

"Every customer experience is an opportunity to nurture a customer into a brand advocate." Dan Hirschbuehler  CRM Leader, Global and Americas

Business challenges

What business challenges are your clients facing that might be addressed by these offerings? One or two paragraphs - Consider pain points.  

• How can your organization deliver competitively superior customer experiences within a realistic, achievable operational model in a cost effective manner?
• How can you formalize and deploy the advocacy building, higher-order emotive attributes, such as dignity or empathy, as promised by your brand?