Case Study – Roche
Roche Diagnostics Roche Diagnostics is the number one global provider of products for in-vitro diagnostics. RDC engaged ISM to assist in formulating an overarching CRM strategy as one of several customer-facing initiatives. High-level objectives for the CRM project included: Improve customer satisfaction, loyalty and retention ISM’s proprietary Strategy and Implementation Roadmap integrates people, process and technology to ensure that CRM efforts are cross-functional, aligning sales, marketing, customer service, field service, business intelligence and e-business functions. Deliverables included: To build strong relationships with and secure the commitment of affected business units, ISM also developed a Project Management Office (PMO) structure including staffing, responsibilities and costs. Using ISM’s “Top-Down, Bottom-Up” approach, RDC was able to establish a comprehensive, global CRM strategy and implementation plan across multiple business lines covering a 5-year period. Most importantly, ISM helped RDC align objectives and needs between executive management and operational-level personnel to the ensure success of RDC’s CRM initiative. Learn more about ISM’s Gold Standard of CRM Strategy and Implementation. ISM’s core service offerings can be customized to provide the greatest impact on your customer relationship management journey. Key CRM service offerings include: For additional information about ISM’s CRM expertise call (301) 656-8448, or e-mail us at contact@ismguide.com.ISM helped RDC align objectives and needs between executive management and operational-level personnel to the ensure success of RDC’s CRM initiative.
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CRM Strategy to Sustain Competitive Advantage
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