International Business Machines (IBM) (NYSE: IBM) is a United States multinational technology and consulting firm headquartered in Armonk, New York. Founded in 1911, IBM manufactures and sells computer hardware and software, and it offers infrastructure, hosting and consulting services in areas ranging from mainframe computers to nanotechnology.[3]

In 2010, IBM was ranked the 20th largest firm in the U.S. by Fortune and the 33rd largest globally by Forbes.[4][5] Other rankings that year include #1 green company (Newsweek), #1 company for leaders (Fortune), #2 best global brand (Interbrand), #15 most admired company (Fortune), and #18 most innovative company (Fast Company).[6] IBM employs almost 400,000 employees (called "IBMers" by IBM) in over 200 countries, with occupations including scientists, engineers, consultants, and sales professionals.[7] Its distinctive culture and product branding has given it the nickname Big Blue.

IBM holds more patents than any other U.S.-based technology company and has nine research laboratories worldwide.[8] Its employees have garnered five Nobel Prizes, four Turing Awards, nine National Medals of Technology, and five National Medals of Science.[9] The company has undergone several organizational changes since its inception, acquiring companies like SPSS (2009) and PwC consulting (2002) and spinning off companies like SAP (1972) and Lexmark (1991).

mplementing a state-of-the-art solution for export control-handling with SAP

Business need:
The client needed a state-of-the-art solution for export control handling, as the old IT solution was phased out at the end of 2009.

Solution:
The solution implementation included introduction of SAP Global Trade Services (GTS) 7.2 with a standardized business blueprint, early identification of necessary extensions, design of the overall solution in coordination with the SAP ERP implementation project, implementation and rollout for Germany and - preparation of the solution for rollout in other countries.

Benefits:
Acceleration and simplification of export control in SCM and CRM processes Accurate compliance with legal regulations Transparency on all inbound deliveries and shipments regarding export control World wide harmonized solution for the entire corporation
Case Study

Business need
The client needed a state-of-the-art solution for export control handling, as the old IT solution was phased out at the end of 2009.

Solution
The solution implementation included introduction of SAP Global Trade Services (GTS) 7.2 with a standardized business blueprint, early identification of necessary extensions, design of the overall solution in coordination with the SAP ERP implementation project. Implementation and rollout for Germany and preparation of the solution for rollout in other countries.

Benefits

* Acceleration and simplification of export control in SCM and CRM processes
* Accurate compliance with legal regulations
* Transparency on all inbound deliveries and shipments regarding export control
* World wide harmonized solution for the entire corporation


Personalize offerings for your customers
Do you really know your customers? How do they like to interact with you? How well is your online channel performing? Can you anticipate their changing needs? Are they advocates for your brand or will they easily move to your competitor? By learning more about their lifetime behaviors, you can develop stronger relationships and increase loyalty. IBM offers strategic customer relationship management (CRM) solutions tailored to specific industry processes that can promote growth and profitability by providing a compelling, consistent customer experience across channels.

IBM CRM solutions enable a better understanding of customer sets and expectations to improve interactions with your employees and online systems. We offer:

* Technology platforms that align business units across departments, enabling collaborative information sharing.
* Strategic alliances with world-leading application providers including Oracle, SAP, Avaya, Genesys, Infor, KANA, and Nortel.
* Extensive industry-specific strategy, implementation, integration and infrastructure expertise.
* The right mix of hardware, software and services that can help drive a successful CRM implementation at your company.


Our CRM solutions are based on customer-focused strategies, incorporate all necessary departments, and are built on a scalable architecture that can start small but adjust to growing volumes of data. We have technology integration and project management expertise to help ensure a successful, consistent implementation across your business processes. Let IBM help you turn customers into advocates, while driving profitability and growth across your organization.

The case discusses the Customer Relationship Management (CRM) solution implemented by the US-based IT giant IBM. It discusses the circumstances which led IBM into conceiving and implementing CRM solution in association with the leading CRM software vendor - Siebel Systems.

The case discusses in detail the process followed by IBM to implement the CRM solution describing its systems architecture. It also discusses the challenges faced by IBM in implementing the solution and the benefits reaped by the company after the implementation

In January 2000, IBM, the $86 billion IT company, embarked on the largest Customer Relationship Management (CRM) project known at that time. Termed CRM 2000, the project aimed at ensuring that any point of interface between the customer and IBM, through any of its channels, in any country, was dealt with uniformly, providing the same service level, applying the same tools and information.

In other words, IBM wanted to present a unified interface to its customers across the world. In 2004, four years after the project, the company was well on its way towards fulfilling its objective, reporting significant improvement in customer satisfaction levels.

IBM had always been known for its emphasis on customer service.

It had its sales personnel clad in blue suits attending clients' calls and explaining to them how they could transform their business through various IBM products and services.

IBM recognized that proper CRM implementation was possible by the integration of three elements - people, process and technology.

Until the late 1990s, it addressed the issue of integration of people and processes. The third part, technology, was dealt with in 1999, when the company started focusing on this aspect.


Commenting on this, Cher De Rossiter (Rossiter), IBM's Global Services and Program Director for its internal CRM project said, "In 1999, there was a shift in the technology side of the project. We started working on a new go-to-market strategy in which we would redefine the way we set up our internal customer service organization."3


IBM went about implementing CRM in phases, addressing sub-divisions such as change management and training successfully. Commenting, Steve Wright, Vice-President, Worldwide Customer Relationship Management Deployment, IBM said, "By getting to know our customers better and enabling more effective collaboration around the customer and among multiple IBM organizations involving sales, marketing and support, we can significantly enhance the value we bring to our customers, while generating additional revenues and cost efficiencies for our company. The concept of 'One IBM' is a cornerstone for the way we serve

The Benefits

The deployment of the CRM solution led to significant productivity improvement at various IBM units within a year of implementation. Without increasing the number of staff manning call centres, more number of calls could be dealt with and more leads generated...
Exhibits
 
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International Business Machines (IBM) (NYSE: IBM) is a United States multinational technology and consulting firm headquartered in Armonk, New York. Founded in 1911, IBM manufactures and sells computer hardware and software, and it offers infrastructure, hosting and consulting services in areas ranging from mainframe computers to nanotechnology.[3]

In 2010, IBM was ranked the 20th largest firm in the U.S. by Fortune and the 33rd largest globally by Forbes.[4][5] Other rankings that year include #1 green company (Newsweek), #1 company for leaders (Fortune), #2 best global brand (Interbrand), #15 most admired company (Fortune), and #18 most innovative company (Fast Company).[6] IBM employs almost 400,000 employees (called "IBMers" by IBM) in over 200 countries, with occupations including scientists, engineers, consultants, and sales professionals.[7] Its distinctive culture and product branding has given it the nickname Big Blue.

IBM holds more patents than any other U.S.-based technology company and has nine research laboratories worldwide.[8] Its employees have garnered five Nobel Prizes, four Turing Awards, nine National Medals of Technology, and five National Medals of Science.[9] The company has undergone several organizational changes since its inception, acquiring companies like SPSS (2009) and PwC consulting (2002) and spinning off companies like SAP (1972) and Lexmark (1991).

mplementing a state-of-the-art solution for export control-handling with SAP

Business need:
The client needed a state-of-the-art solution for export control handling, as the old IT solution was phased out at the end of 2009.

Solution:
The solution implementation included introduction of SAP Global Trade Services (GTS) 7.2 with a standardized business blueprint, early identification of necessary extensions, design of the overall solution in coordination with the SAP ERP implementation project, implementation and rollout for Germany and - preparation of the solution for rollout in other countries.

Benefits:
Acceleration and simplification of export control in SCM and CRM processes Accurate compliance with legal regulations Transparency on all inbound deliveries and shipments regarding export control World wide harmonized solution for the entire corporation
Case Study

Business need
The client needed a state-of-the-art solution for export control handling, as the old IT solution was phased out at the end of 2009.

Solution
The solution implementation included introduction of SAP Global Trade Services (GTS) 7.2 with a standardized business blueprint, early identification of necessary extensions, design of the overall solution in coordination with the SAP ERP implementation project. Implementation and rollout for Germany and preparation of the solution for rollout in other countries.

Benefits

* Acceleration and simplification of export control in SCM and CRM processes
* Accurate compliance with legal regulations
* Transparency on all inbound deliveries and shipments regarding export control
* World wide harmonized solution for the entire corporation


Personalize offerings for your customers
Do you really know your customers? How do they like to interact with you? How well is your online channel performing? Can you anticipate their changing needs? Are they advocates for your brand or will they easily move to your competitor? By learning more about their lifetime behaviors, you can develop stronger relationships and increase loyalty. IBM offers strategic customer relationship management (CRM) solutions tailored to specific industry processes that can promote growth and profitability by providing a compelling, consistent customer experience across channels.

IBM CRM solutions enable a better understanding of customer sets and expectations to improve interactions with your employees and online systems. We offer:

* Technology platforms that align business units across departments, enabling collaborative information sharing.
* Strategic alliances with world-leading application providers including Oracle, SAP, Avaya, Genesys, Infor, KANA, and Nortel.
* Extensive industry-specific strategy, implementation, integration and infrastructure expertise.
* The right mix of hardware, software and services that can help drive a successful CRM implementation at your company.


Our CRM solutions are based on customer-focused strategies, incorporate all necessary departments, and are built on a scalable architecture that can start small but adjust to growing volumes of data. We have technology integration and project management expertise to help ensure a successful, consistent implementation across your business processes. Let IBM help you turn customers into advocates, while driving profitability and growth across your organization.

The case discusses the Customer Relationship Management (CRM) solution implemented by the US-based IT giant IBM. It discusses the circumstances which led IBM into conceiving and implementing CRM solution in association with the leading CRM software vendor - Siebel Systems.

The case discusses in detail the process followed by IBM to implement the CRM solution describing its systems architecture. It also discusses the challenges faced by IBM in implementing the solution and the benefits reaped by the company after the implementation

In January 2000, IBM, the $86 billion IT company, embarked on the largest Customer Relationship Management (CRM) project known at that time. Termed CRM 2000, the project aimed at ensuring that any point of interface between the customer and IBM, through any of its channels, in any country, was dealt with uniformly, providing the same service level, applying the same tools and information.

In other words, IBM wanted to present a unified interface to its customers across the world. In 2004, four years after the project, the company was well on its way towards fulfilling its objective, reporting significant improvement in customer satisfaction levels.

IBM had always been known for its emphasis on customer service.

It had its sales personnel clad in blue suits attending clients' calls and explaining to them how they could transform their business through various IBM products and services.

IBM recognized that proper CRM implementation was possible by the integration of three elements - people, process and technology.

Until the late 1990s, it addressed the issue of integration of people and processes. The third part, technology, was dealt with in 1999, when the company started focusing on this aspect.


Commenting on this, Cher De Rossiter (Rossiter), IBM's Global Services and Program Director for its internal CRM project said, "In 1999, there was a shift in the technology side of the project. We started working on a new go-to-market strategy in which we would redefine the way we set up our internal customer service organization."3


IBM went about implementing CRM in phases, addressing sub-divisions such as change management and training successfully. Commenting, Steve Wright, Vice-President, Worldwide Customer Relationship Management Deployment, IBM said, "By getting to know our customers better and enabling more effective collaboration around the customer and among multiple IBM organizations involving sales, marketing and support, we can significantly enhance the value we bring to our customers, while generating additional revenues and cost efficiencies for our company. The concept of 'One IBM' is a cornerstone for the way we serve

The Benefits

The deployment of the CRM solution led to significant productivity improvement at various IBM units within a year of implementation. Without increasing the number of staff manning call centres, more number of calls could be dealt with and more leads generated...
Exhibits

Well anjali, many many thanks for your help and providing the information on IBM. BTW, i am also going to upload a document where you can find some useful information and can also included in your report..
 

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