Its approach is firstly to develop e-business solutions and secondly to help businesses create the sort of customer relationship management platforms needed to build successful long-term relationships with its customers. Today almost anyone can create a website. However, in the competitive e-commerce world, the key differentiator is customer service. IBM is therefore sharing its experience in providing customer service platforms with other companies.
This case study examines how IBM, one of the world’s leading Information Technology and Communications businesses, is enabling a variety of other businesses to take the 'e' revolution further.