Customer Relationship Management Client Successes

Customer Strategy

• BASF: Adopting a Customer Orientation
• Best Buy: Customer Centricity
• Canada Post: Achieving Excellence in CRM
• Credit du Nord: Transforming the Front Office
• Fairmont Hotels & Resorts: Strengthening Customer Relationships
• Marriott International: Achieving High Performance with Superior Process Innovation Capability
• Xcel Energy and Accenture: The World’s First SmartGridCity™

Marketing

• AstraZeneca: Enhancing Marketing Capabilities
• BP/Aral: Enhancing Customer Loyalty
• Géant Casino: Customer-Focused Pricing Strategy
• Procter & Gamble: Trade Promotion Management
• Royal Shakespeare Company: Growing the Customer Base
• Sanoma Corp.: CRM/Advertising and Subscription Management
• Samsung Tesco: Bringing a New Store Concept to Market
• SKY Italia: Launching a New Offering
• SNCF: Enhancing Customer Loyalty

Sales

• Chinese Wireless Company: Business Transformation
• Heineken España S.A.: Customer Relationship Management
• HP Norway: Mastering Large Account Selling
• Poste Italiane: Next-Generation Postal Services

Service

• 3 Italia: Creating and Delivering New Services
• BC Hydro: Outsourcing Customer Care
• BEA Systems: Supporting Customers Online
• Beijing Telecom: Customer Relationship Management
• British Sky Broadcasting (BSkyB): Empowering the Contact Center Workforce
• City of New York: Transforming Citizen Services with NYC 311
• Editora ABRIL: Transforming Subscription Management
• EnergyAustralia: Competing through Customer Care
• Fujitsu Siemens Computer: Maximizing Customer Interaction
• Homeless Prenatal Program: Customer-Centric Relationship Management
• Ireland Office of the Revenue Commissioners: Serving a Community
• Kansas Department of Unemployment Insurance: Transforming Claims Processing
• Leading European Retail Bank
• Leading European Telecommunications Provider: Customer Care and Billing Solution
• Nicor Gas: Integrating Systems to Improve Customer Contact
• Spain Generalitat de Catalunya: Transforming Service Delivery
• Telenor: Web-based Provider Portal
• Xcel Energy and Accenture: The World’s First SmartGridCity™
• Zhejiang Telecom: Customer Relationship Management and Billing

Banking

• Credit du Nord: Transforming the Front Office
• Leading European Retail Bank

Communications

• Beijing Telecom: Customer Relationship Management
• Chinese Wireless Company: Business Transformation
• Leading European Telecommunications Provider: Customer Care and Billing Solution
• Telenor: Web-based Provider Portal
• Zhejiang Telecom: Customer Relationship Management and Billing

Consumer Goods & Services

• 3 Italia: Creating and Delivering New Services
• Procter & Gamble: Trade Promotion Management

Chemicals

• BASF: Adopting a Customer Orientation

Electronics and High Tech

• BEA Systems: Supporting Customers Online
• Fujitsu Siemens Computer: Maximizing Customer Interaction

Energy

• BP/Aral: Enhancing Customer Loyalty
• EnergyAustralia: Competing through Customer Care
• Nicor Gas: Integrating Systems to Improve Customer Contact

Government

• Canada Post: Achieving Excellence in CRM
• City of New York: Transforming Citizen Services with NYC 311
• Ireland Office of the Revenue Commissioners: Serving a Community
• Kansas Department of Unemployment Insurance: Transforming Claims Processing
• Spain Generalitat de Catalunya: Transforming Service Delivery

Media & Entertainment

• British Sky Broadcasting (BSkyB): Empowering the Contact Center Workforce
• Editora ABRIL: Transforming Subscription Management
• Sanoma Corp.: CRM/Advertising and Subscription Management
• SKY Italia: Launching a New Offering

Pharmaceuticals and Medical Products

• AstraZeneca: Enhancing Marketing Capabilities

Public Service

• Homeless Prenatal Program: Customer-Centric Relationship Management
• Poste Italiane: Next-Generation Postal Services

Publishing & Print

• Editora ABRIL: Transforming Subscription Management
• Sanoma Corp.: CRM/Advertising and Subscription Management

Rail

• SNCF: Enhancing Customer Loyalty

Retail

• Best Buy: Customer Centricity
• Géant Casino: Customer-Focused Pricing Strategy
• Royal Shakespeare Company: Growing the Customer Base
• Samsung Tesco: Bringing a New Store Concept to Market

Utilities

• BC Hydro: Outsourcing Customer Care
• EnergyAustralia: Competing through Customer Care
• Nicor Gas: Integrating Systems to Improve Customer Contact
• Xcel Energy and Accenture: The World’s First SmartGridCity™

Cross Industry

• Heineken España S.A.: Customer Relationship Management
• HP Norway: Mastering Large Account Selling

Travel

• Fairmont Hotels & Resorts: Strengthening Customer Relationships
• Marriott International: Achieving High Performance with Superior Process Innovation Capability

• 3 Italia: Creating and Delivering New Services
• AstraZeneca: Enhancing Marketing Capabilities
• BASF: Adopting a Customer Orientation
• BC Hydro: Outsourcing Customer Care
• BEA Systems: Supporting Customers Online
• Beijing Telecom: Customer Relationship Management
• Best Buy: Customer Centricity
• BP/Aral: Enhancing Customer Loyalty
• British Sky Broadcasting (BSkyB): Empowering the Contact Center Workforce
• Canada Post: Achieving Excellence in CRM
• Chinese Wireless Company: Business Transformation
• City of New York: Transforming Citizen Services with NYC 311
• Credit du Nord: Transforming the Front Office
• Editora ABRIL: Transforming Subscription Management
• EnergyAustralia: Competing through Customer Care
• Fairmont Hotels & Resorts: Strengthening Customer Relationships
• Fujitsu Siemens Computer: Maximizing Customer Interaction
• Géant Casino: Customer-Focused Pricing Strategy
• Heineken España S.A.: Customer Relationship Management
• Homeless Prenatal Program: Customer-Centric Relationship Management
• HP Norway: Mastering Large Account Selling
• Ireland Office of the Revenue Commissioners: Serving a Community
• Kansas Department of Unemployment Insurance: Transforming Claims Processing
• Leading European Retail Bank
• Leading European Telecommunications Provider: Customer Care and Billing Solution
• Marriott International: Achieving High Performance with Superior Process Innovation Capability
• Nicor Gas: Integrating Systems to Improve Customer Contact
• Poste Italiane: Next-Generation Postal Services
• Procter & Gamble: Trade Promotion Management
• Royal Shakespeare Company: Growing the Customer Base
• Samsung Tesco: Bringing a New Store Concept to Market
• Sanoma Corp.: CRM/Advertising and Subscription Management
• SKY Italia: Launching a New Offering
• SNCF: Enhancing Customer Loyalty
• Spain Generalitat de Catalunya: Transforming Service Delivery
• Telenor: Web-based Provider Portal
• Xcel Energy and Accenture: The World’s First SmartGridCity™
• Zhejiang Telecom: Customer Relationship Management and Billing