Home 2003 Customer Relationship Management (March) Contents

Customer Relationship Management Contents - March 2003 Summary

Summary of Reports IMPORTANT Further information on the following organisations is available, free of charge. To apply, please sign in (or register) with the site. Ascent Technology Astea International Convergent Cosmic Solutions Epicor J.D. Edwards Microsoft Business Solutions Noetica Onyx Software Oracle PeopleSoft Sage CRM

Management Briefings   Market Overview & Analysis | Part 2 | Part 3 New portal and business intelligence technologies are encouraging UK firms to keep chipping away at the CRM coalface, says Pat Sweet. Expert Opinion CRM is an immature and poorly understood market but persistence will be rewarded, says Rob Brickle of AnitePS Consulting. View from the Top | Part 2 Recruitment and IT services group Twin has avoided a monster CRM package, and is scaling up its software as the business grows, says company director Paul Songaila. Web Services | Part 2 How close are web services standards to helping firms integrate their disparate CRM applications? David Bridson brings some bad news. Implementation Issues | Part 2 A series of practical tips for CRM projects from Touchstone’s Dinesh Thanigasalam. Integration | Part 2 To integrate call centres, sales and marketing software, you have to downplay the technical problems and listen to the end users, says Kevin Lucas. Collaborative Commerce | Part 2 Simon Fawson of Xansa shows how CRM software can help companies improve their relationship with suppliers and partners, as well as customers. Change Management | Part 2 CRM change programmes work best if customer demands are always top of mind, reports Philip Everest. Value Creation | Part 2 | Part 3 Mick Snyder and Iain Davidson of Quortex list seven key factors for CRM success.

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