Customer Relationship Management (CRM)

The Fujitsu Point of View

CRM is composed of customer management, the customer experience, and the technology platform. The overriding objective of CRM is to increase the Life Time Value (LTV) of a customer through better offerings and experiences at the right cost to your organization.

CRM Strategy

Building a customer relationship management strategy is a unique process for each organization and should always involve three key steps – auditing the current state, setting the vision for the future state, and building the roadmap to get there. It must be relevant and linked to the overall corporate, sales, marketing, customer service, and IT strategies. Fujitsu facilitates this process to build a solid framework for your organization’s CRM success while incorporating best practices, competitive benchmarks, and technical expertise.

CRM Maturity Model

Our proprietary CRM Maturity Assessment tool assesses the maturity of your CRM capabilities across multiple categories including management, experience, and platform. The Fujitsu Customer Relationship Management Maturity Model provides organizations with a framework to measure the maturity level of their CRM capabilities against business needs and customer scenarios. This information allows for a gap analysis, and is used as a basis for defining future state and developing a road map to better manage CRM activities, enhancing customer experience and ensuring they have the right platform.

CRM implementation

Fujitsucertified consultants use our vast CRM, business and technology experience to create holistic strategies and plans to achieve desired business and technology results. We can work with our internal CRM technology partners such as salesforce.com®, SAP®, Oracle®, PeopleSoft®, and CRM packages by Siebel® to build the desired end-state.

If you have any questions or would like to learn more about how Fujitsu CRM offerings can help your organization, please contact us at: crm.bcs@us.fujitsu.com