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Customer Experience Management

In less than a decade Customer Relationship Management (CRM) – or recently re-named "Customer Experience Management" – has grown into a topic of major importance. Although the term CRM was introduced in the 1990s, the basic principles have existed for much longer. Essentially, CRM is built on the principles of relationship marketing. This includes: the building relationships of mutual value between suppliers and customers, and the retaining of clients.

In the past decade, several significant trends have appeared. These trends collectively shape the opportunity to serve customers better through ‘information-enabled relationship marketing’, or CRM.

We have experience with the following CRM platforms, amongst others, which provide standalone applications, and customised software as a service:

  • Oracle Siebel CRM
  • Oracle CRM On Demand
  • Salesforce.com
  • Microsoft Dynamics
  • Chordiant solutions