Infosys Technologies Limited: Unleashing CIMBA

Infosys Technologies Ltd., one of the world's most profitable IT services company, implemented a customer relationship management (CRM) system called CIMBA - Customer Information Management By All. This customer-focused system was conceived and designed to improve communication and collaboration between the company and its customers. By seamlessly integrating the front-end sales system with the back-end delivery system, CIMBA was expected to further enhance the company's IT solutions delivery capability. This case provides insights into the factors that triggered the need for developing such an integrated CRM solution and how the company went about developing and launching this system. It also brings to light the various challenges associated with the implementation of this IS solution.