Gartner, Inc. today announced Mitsubishi Caterpillar Forklift Europe as the overall winner of the Gartner and 1to1 Media Customer Relationship Management Excellence Awards 2010 in Europe, the Middle East and Africa (EMEA). Gartner and 1to1 Media also presented four awards for CRM initiatives. The Americas CRM awards will be announced in June.

The award recognises the company that most clearly demonstrated excellence in its CRM initiatives based on criteria defined in Gartner's Eight Building Blocks of CRM and 1to1's approach to building profitable customer relationships based on understanding customer needs and value. The award was presented at the Gartner Customer Relationship Management Summit 2010, held in London on 16-17 March.

In addition, Gartner and 1to1 Media presented awards for four categories of CRM initiatives:

• the "Efficiency" category award went to Mitsubishi Caterpillar Forklift Europe,
• The "Customer Experience" category award went to Malayan Banking Berhad (Maybank)
• the "Enterprise-wide" category award went to Det Norske Veritas
• the "Growth" category award went to PhotoBox Ltd

For the overall winner, three finalists, Mitsubishi Caterpillar Forklift Europe, PhotoBox Ltd and Det Norske Veritas, were selected by a panel of Gartner analysts and 1to1 Media judges. They presented their case studies to more than 400 delegates, who voted to select the overall winner of this year's awards.

"The quality of submissions this year was very high," said Johan Jacobs, research director at Gartner. "Mitsubishi Caterpillar Forklift Europe stood out because they achieved a high quality deliverable in each of the eight Gartner CRM building blocks."

"Every day, 1to1 Media tracks the companies that are growing their business by building deeper, more profitable customer relationships. The winners of the Gartner and 1to1 Media CRM Excellence Awards offered a clear demonstration that a customer-based approach drives bottom-line business results," said Ginger Conlon, editorial director at 1to1 Media.

About the awards

The EMEA Gartner and 1to1 Media CRM Excellence Awards attracted submissions from more than 24 European and Asian organisations, representing industry sectors including financial services, government, education, healthcare, manufacturing, hi-tech, telecommunications, utilities, travel/hospitality, media/entertainment and retail.

Gartner and 1to1 Media will extend the awards programme by honouring companies from the Americas in the same categories at the Gartner Customer 360 Summit 2010, being held on 28-30 June, in Los Angeles. More information about the awards can be found at the link below.

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