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
• South African Revenue Service: Creating a Single View of the Taxpayer
• T-Mobile: Relaunching a Customer-Centric Business

Marketing

• AstraZeneca: Enhancing Marketing Capabilities
• Bouygues Telecom: Operationalizing Customer Insight
• BP/Aral: Enhancing Customer Loyalty
• Géant Casino: Customer-Focused Pricing Strategy
• 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

• Bouygues Telecom: Operationalizing Customer Insight
• Biogen: Improving Sales and Service Performance
• Dixons: Launching a Retail Sales Channel
• HP Norway: Mastering Large Account Selling
• Microsoft: Enhancing Sales and Service
• Volvo Construction Equipment: Enabling the Dealer Network

Service

• 3 Italia: Creating and Delivering New Services
• BC Hydro: Outsourcing Customer Care
• BEA Systems: Supporting Customers Online
• 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
• Globo Cabo: Online Customer Relationship Management
• Homeless Prenatal Program: Customer-Centric Relationship Management
• Ireland Office of the Revenue Commissioners: Serving a Community
• Kansas Department of Unemployment Insurance: Transforming Claims Processing
• Nicor Gas: Integrating Systems to Improve Customer Contact
• Spain Generalitat de Catalunya: Transforming Service Delivery
• Telenor: Enhancing Online Self-Service

Banking

• Credit du Nord: Transforming the Front Office

Communications

• Bouygues Telecom: Operationalizing Customer Insight
• Globo Cabo: Online Customer Relationship Management
• Microsoft: Enhancing Sales and Service
• Telenor: Enhancing Online Self-Service
• T-Mobile: Relaunching a Customer-Centric Business

Consumer Goods & Services

• 3 Italia: Creating and Delivering New Services
• Microsoft: Enhancing Sales and Service

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
• South African Revenue Service: Creating a Single View of the Taxpayer
• Spain Generalitat de Catalunya: Transforming Service Delivery

Industrial Equipment

• Volvo Construction Equipment: Enabling the Dealer Network

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

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
• Dixons: Launching a Retail Sales Channel
• 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

Cross Industry

• Biogen: Improving Sales and Service Performance
• HP Norway: Mastering Large Account Selling

Travel

• Fairmont Hotels & Resorts: Strengthening Customer Relationships

• 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
• Best Buy: Customer Centricity
• Biogen: Improving Sales and Service Performance
• Bouygues Telecom: Operationalizing Customer Insight
• BP/Aral: Enhancing Customer Loyalty
• British Sky Broadcasting (BSkyB): Empowering the Contact Center Workforce
• Canada Post: Achieving Excellence in CRM
• City of New York: Transforming Citizen Services with NYC 311
• Credit du Nord: Transforming the Front Office
• Dixons: Launching a Retail Sales Channel
• 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
• Globo Cabo: Online 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
• Microsoft: Enhancing Sales and Service
• Nicor Gas: Integrating Systems to Improve Customer Contact
• 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
• South African Revenue Service: Creating a Single View of the Taxpayer
• Spain Generalitat de Catalunya: Transforming Service Delivery
• Telenor: Enhancing Online Self-Service
• T-Mobile: Relaunching a Customer-Centric Business
• Volvo Construction Equipment: Enabling the Dealer Network