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Other Directories, Comparisons, Research 2005 CRM, Call Centre and Marketing Systems (September) Service Systems: Philip ...

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Summary of Reports

 FrontRange Solutions

 Group 1 Software

 Hornbill Systems

 Ian Farmer Associates

 JI Group

 KMS

 Onyx Software

 QGate Software

 Saratoga Systems

 Softlab

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version of the full report


Management Briefings



 Market Overview & Analysis | Part 2 | Part 3

 Expert Opinion: Chris Lawer of OMC

 View from the Top: Greene King | Part 2

 Call Centres: Simon Fawson of Xansa | Part 2

 HR Issues: Gerald Bradley of Sigma | Part 2 | Part 3

 Service Systems: Philip Everest | Part 2

 Data Quality: Consultancy BearingPoint | Part 2 | Part 3

 Benefits Calculation: John Chapman of Touchstone | Part 2

 Customer Management: John Willmott of NelsonHall | Part 2

 CRM Online: Reviewing the Evaluation Centre website

How you handle exceptions determines the true quality of your service to customers, says Philip Everest.

Exceptional service - Part 2 | Part 1

Safe as houses

Financial institutions are battling for market share. The mortgage market appears more akin to sheep stealing as new buyers struggle to get on the property ladder. So, banks and building societies resort to enticing customers to switch provider by re-mortgaging.

Let’s consider the case of the chap with a few years to run on his mortgage. His broker proffers a deal that will save just enough against his existing arrangements to make it worthwhile going through the typical pain associated with taking out a mortgage.

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Other Directories, Comparisons, Research 2005 CRM, Call Centre and Marketing Systems (September) Service Systems: Philip ...

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