(Nikkei BP Group)
(No.1 High-Tech News Site in Japanese)
| IBM Japan to Set Up Japan's Largest CRM Unit
January 5, 1999 (TOKYO) -- IBM Japan Ltd. said that it will set up an
expert organization to handle a full range of customer relationship
management (CRM)-related businesses from system building to consulting
|The new organization is scheduled to start with a staff of 80, and it
will increase to 200 by the end of 1999 to become the largest CRM expert
organization in Japan.
CRM is a marketing method to help companies build strong customer relationships
to enhance their competitiveness. At its core is the customer database.
The system allows companies to give consistent responses at all offices,
including call centers and via the Internet. CRM solution systems, which
are not yet popular in Japan, are being implemented by banks, insurance
companies and mail order companies.
IBM Japan's new CRM organization employs software designed by Corepoint
Technologies of the United States for building the CRM system and for
consulting. Also, it is developing a Japanese language version.
The new organization handles six Corepoint software products:
(1) Relationship Management Products to manage customer information;
(2) Sales/Marketing Products to offer service at the appropriate time
and place and using the most suitable method;
(3) Service/Support Products to resolve customer inquiries quickly and
(4) Universal Access Products to integrate customer interaction across
all access points such as phone calls, Web browsers and email;
(5) Enterprise Connection Products to help the CRM system connect with
existing systems; and
(6) Middleware products that serve as the foundation for the five products.
Already, IBM Japan has started selling some Service/Support Products
and the middleware under different names, and it will integrate them
under the Corepoint brand. The remaining four products are slated to
be sold in the spring of 1999, IBM Japan said.
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