Business Performance Management System for CRM and Sales Execution 1

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. 1