Integrated customer management (or its acronym, ICM) is a business strategy for improving support by sharing information between discrete departments. ICM brings together three business principles: alignment, agility, and customer-centricity. The phrase “integrated customer management” was coined by Amdocs in 2004. The communications industry seems to be accepting the concept. For example, when reporting on the 3GSM World Congress in Barcelona February 14, 2005, Financial Times printed the headline: “Vendors unveil systems for the real world; Integrated customer management and boosting revenues are the main issues for operators.”
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