Filed under: Definitions
IBM offers strategic customer relationship management (CRM) solutions tailored to specific industry processes that can promote growth and profitability by providing a compelling, consistent customer experience across channels.
IBM CRM solutions enable a better understanding of customer sets and expectations to improve interactions with your employees and online systems. We offer:
- Technology platforms that align business units across departments, enabling collaborative information sharing.
- Strategic alliances with world-leading application providers including Oracle, SAP, Avaya, Genesys, Infor, KANA, and Nortel.
- Extensive industry-specific strategy, implementation, integration and infrastructure expertise.
- The right mix of hardware, software and services that can help drive a successful CRM implementation at your company.
Our CRM solutions are based on customer-focused strategies, incorporate all necessary departments, and are built on a scalable architecture that can start small but adjust to growing volumes of data. We have technology integration and project management expertise to help ensure a successful, consistent implementation across your business processes. Let IBM help you turn customers into advocates, while driving profitability and growth across your organization.
The Lisbon Strategy, also known as the Lisbon Agenda or Lisbon Process, is an action and development plan for the European Union. Its aim is to make the EU “the most dynamic and competitive knowledge-based economy in the world capable of sustainable economic growth with more and better jobs and greater social cohesion, and respect for the environment by 2010″. It was set out by the European Council in Lisbon in March 2000.
Between April and November 2004, Wim Kok headed up a review of the program and presented a report on the Lisbon strategy suggesting how to give new impetus to the process. One of the main conclusion of the Kok report was that “the promotion of growth and employment in Europe is the next great European project”. [1]
The European Commission used this report as a basis for its proposal in February 2005 to refocus the Lisbon Agenda on actions that promote growth and jobs in a manner that is fully consistent with the objective of sustainable development. The Commission’s report stated that “making growth and jobs the immediate target goes hand in hand with promoting social or environmental objectives.” [2]
In its resolution on the mid-term review of the Lisbon strategy in March 2005, the European Parliament expressed its belief that “sustainable growth and employment are Europe’s most pressing goals and underpin social and environmental progress” and “that well-designed social and environmental policies are themselves key elements in strengthening Europe’s economic performance”. [3]
Background and objectives
The Lisbon Strategy intends to deal with the low productivity and stagnation of economic growth in the EU, through the formulation of various policy initiatives to be taken by all EU member states. The broader objectives set out by the Lisbon strategy are to be attained by 2010.
It was adopted for a ten-year period in 2000 in Lisbon, Portugal by the European Council. It broadly aims to “make Europe, by 2010, the most competitive and the most dynamic knowledge-based economy in the world”.
The Strategy
The main fields are economic, social, and environmental renewal and sustainability. The Lisbon Strategy is heavily based on the economic concepts of:
- Innovation as the motor for economic change (based on the writings of Joseph Schumpeter)
- The “learning economy“
- Social and environmental renewal
Under the strategy, a stronger economy will create employment in the EU, alongside inclusive social and environmental policies, which will themselves drive economic growth even further.
An EU research group found in 2005 that current progress had been judged “unconvincing”, so a reform process was introduced wherein all goals would be reviewed every three years, with assistance provided on failing items.
Translation of the Lisbon Strategy goals into concrete measures led to the extension of the Framework Programmes for Research and Technological Development (FPs) into FP7[4] and the Joint Technology Initiatives(JTI).[5]
Customer Relationship Management (CRM) refers to the methodologies and tools that help businesses manage customer relationships in an organized way.
For small businesses, customer relationship management includes:
- CRM processes that help identify and target their best customers, generate quality sales leads, and plan and implement marketing campaigns with clear goals and objectives;
- CRM processes that help form individualized relationships with customers (to improve customer satisfaction) and provide the highest level of customer service to the most profitable customers;
- CRM processes that provide employees with the information they need to know their customers’ wants and needs, and build relationships between the company and its customers.
Customer relationship management tools include software and browser-based applications that collect and organize information about customers. For instance, as part of their CRM strategy, a business might use a database of customer information to help construct a customer satisfaction survey, or decide which new product their customers might be interested in.
Filed under: Definitions
Customer Relationship Management (CRM) refers to the methodologies and tools that help businesses manage customer relationships in an organized way.
For small businesses, customer relationship management includes:
- CRM processes that help identify and target their best customers, generate quality sales leads, and plan and implement marketing campaigns with clear goals and objectives;
- CRM processes that help form individualized relationships with customers (to improve customer satisfaction) and provide the highest level of customer service to the most profitable customers;
- CRM processes that provide employees with the information they need to know their customers’ wants and needs, and build relationships between the company and its customers.
Customer relationship management tools include software and browser-based applications that collect and organize information about customers. For instance, as part of their CRM strategy, a business might use a database of customer information to help construct a customer satisfaction survey, or decide which new product their customers might be interested in.
