Implementing Customer Relationship Management in JPMorgan

The company acquisitions of Chase Bank, that resulted in the formation of JPMorgan Chase, brought together companies that each had their own Client Relationship Management (CRM) products, from Lotus Notes databases to sophisticated customer relationship management (CRM) software. A priority of the new company was to construct a single CRM tool capable of incorporating the data and functionality held in the existing products. The Relationship Exchange (RX) emerged as the solution, through the joint efforts of JPMorgan and Siebel, to be a global tool accessible by all businesses within the investment bank. Describes the work undertaken to develop the RX system, where the key driver was the need to centralize information currently held in a number ofdisparate sources and to rationalize the CRM tools across the various heritage organizations through a mechanism for leveraging the firm’s contacts and a means to measure performance. Future work to extend the range of RX is likely to involve the addition of new content and new CRM systems whose content needs to be migrated to RX.