o that end, Accenture and SNCF designed a formal CRM strategy—
a long-term plan for identifying, capturing, serving, segmenting and (most importantly) pleasing customers. A distinct customer service and promotion subsidiary called CRM Services was launched. Under the aegis of that organization, SNCF and Accenture introduced a loyalty-focused, multi- partner, frequent traveler program called S’Miles. The team also helped design and implement a Siebel and Oracle customer relationship management solution to manage the overall loyalty program, including all data related to SNCF’s millions of customers. Accenture continues to provide outsourced technology management for the system.