"Typically if you're offering something—and we've got a series of white papers—that may help them, even on their own, plug that hole, then they're willing to engage you in a conversation."
With a mounting, industry-wide shift from CRM to a focus on nurturing customer relationships and conversant marketing, SunGard's strategy seems to be riding a tsunami-like zeitgeist.
And thus far, the results have been positive.
Palermo won't divulge hard numbers (as sure a sign as any that SunGard is on to something), but he says that when SunGard was using direct mail for lead generation, it was sending out "three quarters of a million pieces of direct mail per year, and the teleservices has yielded more net leads than that did."
At a Glance ...
The company: SunGard Availability Services is a division of SunGard Data Systems (SDS). SDS was founded in 1978 as a wholly owned subsidiary of the Sun Oil company, was spun off through a leveraged buyout in 1983 and made its initial public offering in 1986.
Headquarters: Wayne, PA
Clients: More than 20,000 in 50 countries, including 47 of the world's 50 largest financial services companies.
Revenue: As of press time, $2.593 billion over the last four quarters.