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A major federal government agency in the Intelligence Community recognized that implementing an effective Customer Relationship Management / Partner Relationship Management (CRM / PRM) program required careful thought and planning. The effort was designed to provide the organization with practical recommendations for effective business process re-design, organizational change, and technologies required to achieve their goals. The organization's management felt that CRM could help improve support to customers and enhance the effectiveness of its employees. ISM assisted the organization by developing and delivering a number of educational programs including; a multi-year, multi-module Account Manager/ Senior Executive Account Manager (AM/SEAM) training curriculum, five "CRM Executive Briefing" Sessions, "What's In It For Me?" sessions, and "Customer Scorecard Training" Sessions.

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