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IBM Corp. Wednesday announced a new managed CRM (customer relationship management) service through its IBM Global Services division.
The new service is in response to continuing difficulties companies have had with implementing CRM software, IBM officials said.
Known as IBM CRM Management Services, the new offering will cover all phases of CRM deployment, from consulting and implementation to technology management once the systems up and running, and call center support.
The services will be made available on an as-needed basis, so that customers can support the CRM strategy that is most effective for their business, IBM officials said. Customers can choose from a range of options, including implementation, management and hosting of marketing, sales, and customer service applications; business intelligence and reporting; and call center services.
The new services offering supports CRM software from Siebel Systems Inc., PeopleSoft Inc., SAP AG and Kana Inc. Customized solutions can also be developed to integrate existing CRM and back office applications.
IBM CRM Management Services are available now in the United States and will be available in Europe in the second quarter of 2002.