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New "Plan, Implement & Run" Service to Help Companies Quickly Reduce Costs and Increase Customer Satisfaction

IBM has introduced a managed customer relationship management (CRM) service to help accelerate and reduce the risk of CRM deployment at mid-to-large size enterprises. The new offering -- called IBM CRM Management Services -- will address a worldwide market for CRM operations management that is expected to grow to $82.7 billion in 2005 (IDC). All phases of CRM deployment will be available from IBM Global Services, from consulting and implementation to everyday operations, such as technology management and call centre support.

IBM Global Services is well-known for CRM services that leverage industry-specific best practices and intellectual capital. The company was ranked number one for CRM consulting and implementation in IDC's 2001 report, based on revenue, and has successfully built and implemented CRM solutions for over 500 companies.

In addition to commercial work, IBM is building the world's largest and most comprehensive Siebel-based CRM system to transform the company's own sales and support operations. In October 2001, IBM announced the rollout of Siebel e-business applications in 26 customer centres worldwide. When complete, the system will incorporate all IBM lines of business, allowing hundreds of thousands of IBM employees, business partners, and customers to share crucial information across 160 countries.

IBM developed the managed CRM offering after completing a study with Fortune 500 companies that found that many businesses that want to implement CRM solutions do not have the necessary internal resources to complete projects quickly and effectively.

Joe Ragusa, IBM's vice president of transformational outsourcing, said: "In tough economic times such as these, the business case for CRM is stronger than ever. By offering services that leverage our proven, industry-specific methodologies and technology infrastructure, we can help companies avoid some of the challenges of CRM implementation and maintenance and reduce costs."

IBM CRM Management Services are available on an as-needed basis, allowing customers to support the CRM strategy that is most effective for their business. 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 centre services. Customised solutions can also be developed to integrate existing CRM and back office applications.

IBM CRM Management Services are available in the United States and will be available in Europe in the second quarter, 2002.

Notes to Editors:

IBM Global Services

IBM Global Services is the world's largest information technology services provider, with approximately150,000 professionals serving customers in 160 countries and annual revenue of more than $33 billion (2000). IBM Global Services integrates IBM's broad range of capabilities -- services, hardware, software and research -- to help companies of all sizes realise the full value of information technology. For more information, visit:

For further information:

Nicky Morgan/Gillie Tennant
Brodeur Worldwide (On Behalf of IBM)
Tel: 44 (0)1753 790700

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