Group-wide CRM Platform

We have built a CRM platform that aggregates and visualizes market, customer, and project information globally, contributing to company-wide marketing information provision and sales activities. This platform has been fully operational as an IT service since April 2025.

We will comprehensively visualize the relationship between the Hitachi Group and our customers, and strengthen marketing and sales activities across the entire Group.

Sales coverage ratio = Net sales of companies that have already deployed the platform ÷ Net sales of companies that have been requested to deploy the platform*

*Top 18 companies accounting for 83% of the net consolidated sales in FY 2022 and 3 RCs^#3 

The group-wide CRM platform was released in Japan in August 2022 and released overseas in January 2023, however, it was rolled out to some overseas Group companies in advance. Full-scale operation as an IT service began in FY 2025, and the platform is now being used by over 9,500 users.

To strengthen our marketing and sales activities, it is important to make the state of business at all companies visible in real time, as well as to gather and store data that is the same level of quality globally. As a result, we will share information across the Group and visualize data such as customer contact histories, order data, negotiation pipelines, competitor landscape, and macro market conditions.

We provide data-analysis functionality to achieve sophisticated utilization of aggregated data. Previously, searches were limited to the order and procurement records of individual BUs^#4 or Group companies, and their industry, region, customers, etc. The group-wide CRM platform combines external information (such as market size and growth rates) with internal information (such as orders, sales amount, and gross profits), enabling exploration from multiple perspectives.

By assigning priorities to different opportunities and visualizing the status of projects, we will support cross-sales expansion and the creation of social innovation businesses across multiple departments. By exploring “white space” (unmet customer needs) through analysis of internal and external information, we can visualize information that previously could not be seen, and support the enhancement of proposals through analyzing orders made and received, and sharing customer data. In addition, by reducing the level of effort required to prepare proposals via the use of aggregated customer-relevant data and case examples, we will promote stronger sales activities. This will enable efficient sales activities while allowing us to make proposals that maximize the value of the Hitachi Group for our customers, contributing to the resolution of a wide variety of challenges through One Hitachi.