Customer Relationship Management(CRM)

CRM from Siemens IT Solutions and Services – ready for new challenges with Performance Management

When confronted with tough competition and growing customer demands, successful customer relationship management is a crucial advantage. For this reason, it is essential to keep a close watch on the "performance" of customer relationships at all times.

Processes must be checked with an eye to their optimization potential, assessed in accordance with standardization options and cost-cutting measures, and investigated in terms of their result orientation. This makes them more innovative, effective and cost-effective. With "CRM Performance Management" we offer you a platform to help you check CRM performance either selectively or en bloc.

Performance Management looks at the implementation of the CRM strategy by the customer-specific business processes not from the point of view of "proprietary" considerations, but with reference to "CRM balanced scorecards" and the possible degrees of maturity as per Capability Maturity Model Integration (CMMI).

Our CRM projects are designed to grow customer value over the long term. To do this efficiently, the strategic CRM goals must be optimally implemented and permanent performance controlling with CIPs must be set up. We meet this challenge with CRM Performance Management and our CRM performance triangle.

The CRM balanced scorecards focus your attention on all relevant features of customer relationships: finances, customers, processes and employees. This leads to a balanced and comprehensive overview, which in turn allows you to identify specific measures designed to bring customer relationship activities into line with the goals set out by company management.

This approach is rounded out by the incorporation of CMMI, which focuses on the assessment and improvement of process quality ("maturity") in organizations. This makes it possible to identify improvement options and order them as effectively as possible so that the processes can be improved and their goals achieved more efficiently. These improvements are described in terms of "capability levels", and analysis must show which levels have to be reached for which CRM measures in order to reach the prescribed targets.

As part of the Siemens group, Siemens IT Solutions and Services has considerable industry and process know-how and offers you comprehensive customer relationship management from a single source – from the first consulting session to implementation, right through to the operation of your solution.