BMC Software, a Forbes 500 company that is one of the worlds largest independent software vendors and a leading enterprise management company with annual revenue exceeding $1.5 billion, made a substantial investment last year in Customer Relationship Management (CRM). With the goal of increasing lifetime customer value, BMC Software first implemented a front-end CRM solution to track customer contacts, as well as a sales-force-automation tool.
Still, BMC Software couldnt realize the full value of its own CRM investment because it was unable to efficiently integrate the customer data that was scattered across the enterprise. Basically, the company had four different major customer databases and no way to make them talk to each other.
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