Note

Summary of Reports

 Epicor

 Group 1 Software

 Hornbill Systems

 JI Group

 Lagan

 Onyx Software

 Pivotal

 QGate Software

 Saratoga Systems

 Softlab

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version of the full report

Management Briefings

 Market Overview & Analysis | Part 2

 Expert Opinion: Richard Boardman of Mareeba CRM Consulting

 View from the Top: ING Investment Management | Part 2

 Relationship Management: Steve Downton | Part 2

 Partner Management: Gino Morelli of IF International | Part 2

 Customer Focus: Andrew Broome | Part 2

 Strategy Issues: Michael Collins, a managing consultant at Database Marketing Counsel | Part 2

 Technology Issues: Rob Brickle of Bsquared Consulting | Part 2

 Relationship Management: Jeffrey Peel of Quadriga Consulting | Part 2

 Contact Centre Management | Part 2

 Evaluation Centre: Details of CRM available on our partner website, www.evaluationcentre.com

CRM, Call Centre & Marketing Systems

Conspectus June 2006 - Summary

CRM systems have been like an itch you have to scratch. CRM software has had a poor implementation record in recent years, but however irritating (and costly) these failed systems, the importance of customers means companies have had to come back to CRM time and again.

Now, the latest Conspectus research suggests, there’s hope of more than a salve, and instead a proper solution to automating customer management.

The number of UK companies whose CRM systems have delivered all the expected benefits was a measly 4% in both 2004 and 2005. This year, the figure has leapt to 14%. Not good, but a big improvement.

This Conspectus offers independent advice on successfully implementing CRM software, including the rapidly growing trend towards ‘Software as a service’ (Saas), where you rent rather than buy CRM systems. This is analysed in our Expert Opinion article.

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Conspectus 2006

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