Customer Relationship Management

What We Do
- Consulting Services
  - Customer Relationship Management

What is Customer Relationship Management?

Capgemini views Customer Relationship Management (CRM) as an integrated approach to providing a differentiated customer experience while identifying, acquiring, and retaining customers.

It’s about companies effectively managing and coordinating customer interactions across channels, departments, lines of business, and geographies to maximize the value of every customer interaction and provide a unique customer experience. When operated efficiently and effectively, CRM contributes directly to shareholder value.

Optimizing CRM Investments

The end goal of any Customer Relationship Management investment should be steady, predictable increase of business results, such as free cash flow and earnings per share. In addition, other qualitative improvements should be anticipated such as customer satisfaction, customer loyalty, and customer relationship improvements.

Our CRM offers are both horizontal and industry-specific solutions to address key challenges in your industry.

Horizontal Solutions	CRM Strategy Contact Centers Solutions Field Service Solutions Channel/Sales Effectiveness Solutions Marketing Solutions
Financial Services	CRM Strategy for Financial Services Contact Centers for Financial Services Wealth Management for Financial Services Sales & Service Innovation (SSI) for Retail Banking Online & Desktop Solutions for Capital Markets Agent Productivity Solutions for Insurance
Manufacturing	CRM Strategy for Manufacturing Dealer Solutions for Automotive Partner Relationship Management for Hi-Tech Contact & Service Center Solutions for Energy & Utilities
Life Sciences	CRM Strategy for Life Sciences SFA for Pharmaceuticals, Medical Devices, and Biotech Clinical Trial Solutions for Pharmaceuticals, Medical Devices, and Biotech
Public Sector	CRM Strategy for Public Sector Customer Centricity Solutions for Public Sector
Telecom, Media & Entertainment	CRM Strategy for Telecom, Media and Entertainment Contact Centers for Telecom Marketing Analytics for Telecom, Media and Entertainment

Collaborating for Success

Capgemini has been a recognized global leader in CRM services and solutions for more than a decade. Our CRM alliances include Oracle/Siebel/PeopleSoft, SAP, Epiphany, Genesys, SAS, and Teradata. Our extensive experience with these leading companies allows us to deliver measurably faster, better, and more sustainable results from CRM investments.