Customer relationship in the package

Customer relationship in the package

By Mark Chillingworth

Packaging giant Amcor has selected a customer relationship management application for its Australasian Laminations Division from Frontstep.

Four manufacturing and sales sites in the region; three in Australia and one in New Zealand have implemented the Frontstep customer relationship management (CRM) solution. Amcor already uses an enterprise resource planning (ERP) application from Frontstep.

"It helped [the existing relationship], but we were in a competitive situation," said Eugene McConville the national account manager for Frontstep in Australia. End users at Amcor will use the application for tracing customer contact information, engagement notes, sales activity planning and reporting.

The Web based solution was integrated by Amcor with the full involvement of their sales team. Ian Hudson, the sales and marketing manager for Amcor Flexibles explained, "Too often we hear of CRM implementations failing because they have not added any value to the sales operation. We involved our sales team from the outset and view the implementation as a business project, not a technology-orientated issue."

Mr McConville said that as it was just one division of Amcor implementing the application he had hopes that others would follow their lead.

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