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CRM, Call Centre & Marketing Systems Contents
JUNE 2006 Summary
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Management Briefings |
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- Expert Opinion
Richard Boardman of Mareeba CRM Consulting shows why the
new trend of ‘Software as a service’ is more than a passing
fad.
- View from the Top |
Part 2
Business development director Josien Piek describes asset
management company ING IM’s efforts to improve its client
management using CRM software.
- Relationship Management
| Part 2
What’s the value in integrating your front-line call centre
with back-end service management? Steve Downton explains.
- Partner Management |
Part 2
Gino Morelli of IF International pinpoints the strategy
and technology behind successful channel management.
- Customer Focus | Part
2
Many companies think they’re customer-focused when they’re
not, says Andrew Broome. So how can you tell?
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- Strategy Issues | Part
2
Understanding the business strategy behind CRM is the first
step to achieving return on investment, says consultant
Michael Collins.
- Technology Issues |
Part 2
How far will technology take you in getting close to your
customers? What else needs to be done? Rob Brickle finds
out.
- Contact Centre Management
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What’s the value in outsourcing your customer contact centres?
Penny Bousfield and Guy Fielding of CM Insight and Ross
McKean and Duncan Reid-Thomas of Baker & McKenzie report.
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Conspectus 2010
Copyright
© 2010 |
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