Customer Relationship Management (CRM)

Rapidly Transform Your Customer Experience

The customer experience is critical to improving customer loyalty and gaining greater wallet share. But typical customer relationship management (CRM) systems deliver experiences that are impersonal, rigid and slow, producing only unhappy customers, higher churn and lower revenue.

Pegasystems offers a transformational approach to CRM with products that help you build strong, long-lasting and profitable relationships with your customers. Pega's Customer Process Manager (CPM) is built on our core BPM capabilities, and is also available with industry-specific models, processes and interfaces for financial services, healthcare, and insurance.

Interact with your customers over any channel and across the customer lifecycle with personalized strategies for customer service, retention, cross-selling and up-selling. Automatically guide service representatives through the right process, content and presentation for the specific customer and interaction. Easily configure processes that react directly to your business objectives, enabling instant response to changing customer needs and business strategies, competitive pressures and new policies and regulations. With Pega CRM on the cloud or on-premise, you can deliver the always-exceptional customer experience to drive up customer satisfaction, retention and profitability.

Tab 1

  • Unified strategies across all channels increase the quality, efficiency and consistency of the customer experience in every phase of the customer lifecycle.
  • Real-time decisioning, advanced analytics and dynamic processes optimize each interaction by delivering the right resolution or offer every time.
  • Intelligent guidance with integrated front-to-back-office processes increases first-contact resolution and enables self-service customers to successfully complete tasks on the Web.
  • Advanced case management eliminates manual steps and maximizes automation.
  • Easy integration with existing CRM systems augments and extends current functionality to improve the quality and efficiency of the customer experience.

Tab 2

Making the Case for Customer Experience
February 1, 2012 1 to 1 Media

Some companies are building a solid business case for investing in the customer experience by correlating customer metrics to revenue losses and... Read more »

 

 

CRM Watchlist 2012 Winners - Customer Service Strikes Again
January 30, 2012 ZDNet

I am impressed in ways that surprise with Pegasystems. Ask me a year ago if I thought they would have made it in CRM as far as they have, and,... Read more »

 

 

Customer must be king in the web world
January 24, 2012 Financial Times

In the US, Amerigroup, a healthcare company, found its customer care centres were becoming bogged down by isolated systems and complex workflows that... Read more »

 

 

Moving Beyond CRM to Drive Customer Centricity
December 23, 2011 1 to 1 Media

For decades organizations have been dealing with the challenges of delivering more efficient and more effective customer service. Traditional... Read more »

 

 

Dragging the Conversation Back to the Customer
December 15, 2011 destination CRM

In a time when the media is painstakingly focusing on the daily misgivings of presidential candidates, fiscal problems in Europe, and the Occupy... Read more »

 

 

The 5 Musts for Optimizing Multichannel Customer Service
November 28, 2011 1 to 1 Media

DO—Walk a mile in customers' shoes: In addition to tracking customers' behaviors and gathering feedback on their preferences, companies need to have... Read more »