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PilotWorks helps companies ensure CRM success

Pilot Software Inc., a provider of operational performance management solutions, today announced that it has, through distributor partner ISSEL, signed a European partnership agreement with CRM Audit Ltd, a business performance specialist. Through its CRM Capability Model, CRM Audit helps companies make the right strategic and tactical decisions to support their investment in CRM.

Under the agreement, CRM Audit will be able to use the PilotWorks framework with customers in order to realise the full benefits of its CRM Capability Model. PilotWorks is an integrated, modular framework for building operational performance management solutions. Through managing the effectiveness of companies’ customer operations, PilotWorks makes operational alignment real, thus dramatically improving strategic objectives and performance. In order to get the best out of customer operations, PilotWorks incorporates software components for strategy plans and pathways, initiative management and prioritisation, scorecards and dashboards, reports and ad hoc analysis, and modelling and integration.

“PilotWorks has the strength and ability to help companies communicate their business objectives and assess how the impact of their initiatives enhance performance towards plan,” said Colin Cooper, commercial director of ISSEL. “When allied with CRM Audit’s expertise in strategy development, PilotWorks can help companies achieve and demonstrate outstanding performance through customer operations.”

PilotWorks enables organisations to identify and communicate their business objectives and then track performance towards targets using performance indicators. Working from these business objectives and performance indicators ensures businesses focus on the issues of real importance rather than just delivering a mass of metrics and reports in the hope of chancing on nuggets of insight.

“Our CRM Capability Model helps companies identify clear objectives so that they can align their CRM investments for maximum effectiveness,” said Lee Williams from CRM Audit Ltd. “It is vital today that there is a clear understanding and alignment of effort towards corporate objectives. Coupled with Pilot’s powerful operational performance management solution, our clients can achieve the enhanced profitability they seek.”

“World-class customer-facing organisations require proven operational performance management solutions and deep domain expertise in customer operations. We are pleased to extend our presence in Europe by partnering with CRM Audit, a thought leader in CRM strategies,” said Kurt J. Bilafer, Vice President of worldwide sales and service of Pilot Software.

Note to editors

About Pilot Software

The only dedicated performance management provider to be named to the 2004 DM Review 100 and a finalist in the 2005 Codie Awards, Pilot is the leader in operational performance management solutions for customer operations, public sector, and Web channel organisations. The culmination of more than 15 years of development and industry expertise — starting with the first-ever performance management solution deployed — Pilot’s solutions dramatically improve performance by rapidly aligning day-to-day execution with strategic objectives. Pilot’s operational alignment framework includes software components for strategy plans and pathways; initiative management and prioritisation; scorecards and dashboards; reports and ad hoc analysis; and modeling and integration. Customers include Advanced Navigation and Positioning Corporation, American Heart Association, The Boeing Company, Coors Brewing Company, General Services Administration, Health Net, Ingersoll-Rand, JetBlue, Pacific Life
Insurance, Sarasota County Government of Florida, and®.

Pilot Software is privately held with funding from Excelsior Venture Partners III, LLC, a private equity fund managed by U.S. Trust; G-51 Capital, a Texas-based venture capital firm; and individual investors, including management team members. More information is available at


ISSEL (Intranet Software Solutions (Europe) Limited) is a specialist in helping customers maximise the benefits from their web investments through the use of web analytics and performance management technologies. This permits a real understanding of the impact of internet, intranet and extranet sites and the return on their investment from online activities both on and offline. It is the European Master Distributor for Pilot Software’s web channel products and an ABCE Associate Subscriber. UK Customers include Informa Group, Cheapflights, BMJ, Marcus Evans, Net-a-Porter and Gold Medal Travel.

About CRM Audit Ltd

CRM Audit is a specialist in assisting businesses develop profitable customer strategies through a set of strategic, operational and analytical activities. Our mission is to provide clients with improved customer profitability through the pursuit of CRM excellence. In short we stop companies just focusing on turnover and refocus their objectives on how to make customer-focused profit. For more information, visit

Media Contact:
Mark Charmer
Irena Popovska-Jones
+44 (0)207 252 3399 / +44 (0)870 930 6718

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