September 21, 2006 at 08:00 AM EDT
RWD Technologies' CRM Optimization Services Improve Customer Experience and Employee Performance
New Suite of Services Helps Businesses Align Employee, Customer and Technology Expectations

BALTIMORE, Sept. 21 /PRNewswire/ -- RWD Technologies, Inc. (RWD), a company that provides human performance improvement solutions and services, announced today the release of a new suite of services designed to help companies maximize their Customer Relationship Management (CRM) investment while improving their overall customer experience. RWD CRM Optimization Services will help organizations align the three critical components of CRM success -- customer experience, customer strategy and employee performance -- incorporate best practices and improve return on investment (ROI).

According to research firm Gartner, Inc., " ... the success rates of mature [CRM] sales force technologies remain stubbornly disappointing (or low), with few markets exceeding 50 percent...This trend suggests that shortcomings and inefficiencies aren't necessarily technological, but rather organizational, particularly with change management, process definition and project management skills employed for initiatives." ("Hype Cycle for CRM Sales, 2006," July 10, 2006)

RWD's CRM Optimization Services improve ROI and customer experience by integrating the human components of CRM and business strategy. RWD's CRM Optimization Services include:

    * RWD CRM Performance Aligned with Customer Expectations (PACE): CRM PACE
      is a six-week analysis that provides a clear action plan for CRM
      success.  During the PACE analysis, RWD assesses the five dimensions of
      CRM success -- customer experience, customer strategy, business process
      design, technology selection, and employee performance. Industry best
      practices are then aligned with CRM needs in an action plan for success.

    * CRM Certification eLearning Courses:  Together with BPT Partners, a
      leading authority on CRM, RWD offers access to some of the world's
      leading CRM experts through these courses.  This first-of-its-kind
      internet-based training series is based on CRM at the Speed of Light,
      the best selling book by Paul Greenberg and the successful global
      seminar series of the same name. The eLearning series includes courses
      on topics such as: CRM strategy, customer value analysis, change
      management, and technology selection.

    * Other services:

      -- Change management and employee training and development
      -- Customer experience assessment
      -- Customer strategy development
      -- Business process design
      -- Technology selection
      -- Technology implementation
      -- Post implementation continuous improvement

"Too often the decision to rollout a CRM solution comes with little consideration to the 'human factor,'" said Paul Greenberg, CRM consultant and author. "Businesses must see CRM as a philosophy and business strategy. Technology's role is to improve human interactions in a business environment and enable workers to improve productivity and customer advocacy."

"When it comes to CRM success, those organizations that focus first on the human factor will see greater ROI than those who lead with technology," said Patricia Begley, Vice President of Strategic Business Initiatives. "RWD believes that CRM done right improves a customer-facing employee's ability to build customer trust, loyalty and, ultimately, account profitability."

Businesses can also take advantage of RWD's CRM Consortium. The CRM Consortium includes CSC, BPT Partners, Opinion Research Corporation, ORC Macro, and the Rutgers CRM Research Center. The CRM Consortium allows companies to access all CRM services offered by its members through one point of contact.

"CSC has teamed with RWD to expand the selection of CRM solutions we offer our clients," said Rob Guzak, Managing Director of CSC's Customer Solutions Practice. "Our relationship with RWD, through the CRM Consortium, further enables us to help companies identify CRM gaps and deliver results that fill those gaps and achieve maximum ROI on their investment."

About RWD Technologies, Inc.

RWD Technologies is a professional services organization composed of three operational divisions: Enterprise Learning Solutions provides learning and support services to organizations that utilize SAP, PeopleSoft, and Oracle systems and has developed software products to train end users of these systems; Applied Technology Solutions integrates enterprise-class software systems, develops custom applications for pharmaceutical and other regulated industries; and Performance Solutions engages in lean consulting and vehicle launch support services to the automotive industry and reliability improvement to the railroad industry, and human performance improvement services to the petroleum and chemical industries. Headquartered in Baltimore, Maryland with offices in the United States, Canada, Mexico, United Kingdom, France, Germany, Japan, Australia and New Zealand, RWD serves major multinational corporations throughout the world. (For more information visit http://www.rwd.com)

RWD Technologies, Inc., RWD Technologies and RWD are registered trademarks of RWD Technologies, Inc. in the United States and several other countries. All other names are or may be trademarks or registered trademarks of their respective owners.

Source: RWD Technologies, Inc.

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