Last week Sue Hawkins, Customer Services Improvement Manager, joined a “Design Thinking Workshop” in Houston to help define the first version of our new CEMEX Customer Relationship Management (CRM) Model which will run in Microsoft Dynamics.

The new CRM tool will play a key part of CEMEX becoming more customer-centric supporting all our commercial activities. It will be used by all our internal Customer Service Centres, the SSC and our external sales people.

This initiative will support our vision of creating a Superior Customer Experience. A new Steering Committee will be formed to ensure all regions, businesses and segments will be properly represented, and there will be a Master Data Management taskforce to identify customer needs. The CRM Team will publish a CRM Newsletter to keep everyone updated too.