Business Performance Management System for CRM and Sales Execution

In 2004 the IBM Telesales organization launched a new customer segmentation process to improve profits, revenue growth and customer satisfaction. The challenges were to automatically monitor customer segment status to ensure results are in line with segment targets, and to automatically generate highquality predictive analytical models to improve customer segmentation rules and management over time. This paper describes a software solution that combines business performance management with data mining techniques to provide a powerful combination of performance monitoring and proactive customer management in support of the new telesales business processes.

By: Markus Ettl; Bianca Zadrozny; Pawan Chowdhary; Naoki Abe

Published in: RC23580 in 2005


This Research Report is available. This report has been submitted for publication outside of IBM and will probably be copyrighted if accepted for publication. It has been issued as a Research Report for early dissemination of its contents. In view of the transfer of copyright to the outside publisher, its distribution outside of IBM prior to publication should be limited to peer communications and specific requests. After outside publication, requests should be filled only by reprints or legally obtained copies of the article (e.g., payment of royalties). I have read and understand this notice and am a member of the scientific community outside or inside of IBM seeking a single copy only.


Questions about this service can be mailed to .