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To improve the efficiency of its operations, Chartered Institute of Management Accountants (CIMA) was faced with the need for a wide-ranging redesign of its business processes as well as an IT upgrade. Working closely with its integration partner, Atos KPMG Consulting, CIMA articulated its customer-centric vision in the "PULSAR" program, which stands for Process, Understanding, Learning, Simplification, And Renewal. A fundamental responsibility of PULSAR was to introduce a single repository for all customer information. The question was which CRM vendor should CIMA partner with? Atos KPMG Consulting facilitated a study of CRM vendors and evaluated 35 different CRM solutions, and Oracle's Siebel Systems scored higher than every other vendor in almost every measure.

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