Case Studies

Thomson West, the foremost provider of integrated information solutions to the American legal market, has embarked on a far-reaching initiative to strengthen customer relationships and value. These wider goals are reflected in the actions and accomplishments of the company’s Response Marketing Group.

Thomson West realized that its success in shifting from a product-focused structure to a segment- and customer-focused structure would hinge on the implementation of new, supporting technology. However, experience with CRM initiatives in recent years has demonstrated the importance of thinking beyond the technology itself to embrace organizational and process change in tandem.

Working with CSG's Quaero, Response Marketing was able to build a new foundation of plans, practices, processes, methods and skills that will soon bring the group to a world-class level.

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