JPMorganChase's view on customers

"The Treasury and Securities Services Global Marketing (TSS) faced a number of challenges", Timothy Baker explained to us. He is SVP and Manager of Marketing Operations of JPMorganChase.

TSS is a $5.4 billion revenue business in 2004 with over 30 product and segment groups and 21,000 employees worldwide providing cash management and security services as a B2B service provider.

The marketing department counts 115 users located in the U.S., Europe and Asia and comprised of Account Executives aligned to product & segment groups and geographies, and functional teams for communications, PR and adverstising, creative services, research and competitive intelligence and event marketing.

"We were looking for a way to manage planning, budget and finance, production and resource management, and delivery of activities and programs", says Baker. He and his team implemented an MRM solution, starting in the U.S.. After the 100th day of implementation and 100+ users Baker talks about his first results.

  • "All key projects in the Western Hemisphere are now represented and accessible worldwide, with real time views"
  • "Work initiated internally uses a series of templates with predefined workflows, SLA's and roles"
  • "We now can see the incoming work and assign resources"
  • "Our ability to track total costs, both direct and indirect and key production and performance metrics is improving"

    Last, but certainly not least Baker adds: "Our view of the customer is also improving...as is our ability to cross sell, cross communicate and cross market".

    Next stop? EMEA and Asia, with new and unique challenges...

    • © 2005-2010 Jansen & Riemersma 27/7/2005 9:15 AM | #Cases