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Customer Relationship Management & Call Centres Contents - March 2004 Summary
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Management Briefings |
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- Market Overview & Analysis
| Part 2 | Part
3
Customer analysis and workflow technology is coming to the
fore as companies press on with their CRM investments. Pat
Sweet analyses our new research data.
- Expert Opinion
Andrew Broome of Impact Plus pinpoints the real reasons
why CRM systems sometimes disappoint.
- View from the Top |
Part 2
Call centre management software has helped mortgage provider
Black & White rapidly grow its business. We speak to the
company’s development director, Adrian Childs.
- Round Table | Part
2 | Part 3
Four experts in customer technology give their views on
how companies can gain user acceptance for their new CRM
technology, and other issues.
- Strategy Issues | Part
2
Stewart Mills of Parity suggests a series of key actions
to help deliver a working CRM system.
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- Service Management
| Part 2
Companies who forget that CRM software can automate their
service – as well as sales – operations are missing a trick,
says consultant Steve Downton.
- Customer Data Privacy
| Part 2
The data protection law on ‘personal data’ affect every
company installing a CRM or call centre management system.
Bridget Treacy and Prini Patel of law firm Barlow Lyde &
Gilbert explain.
- Business Case | Part
2
Too few companies develop a fully thought-out customer information
management plan before they embark on CRM projects. Nick
Salter reports.
- Implementation Issues
| Part 2
Jeremy Cox of The Wisdom Network shows how CRM and call
centre projects can be driven more by the business, less
by IT.
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Conspectus 2008
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