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CRM, Call Centre & Marketing Systems Contents
JUNE 2007 Summary
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Management Briefings |
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- Market Overview & Analysis
| Part 2
Many companies are optimistic about their use of CRM technology
as the systems mature and ‘software as a service’ delivery
takes off. Cliff Mills reports on CRM’s turnaround in fortunes.
- Expert Opinion
To be successful, CRM technology must be implemented across
the end-toend customer experience. Lisa Sweeney of PA Consulting
explains what this means.
- View from the Top |
Part 2
When the police needed to outsource medical services for
people in custody, EMFS stepped in, but it badly needed
CRM software to support its business. We speak to business
director Steve Roberts.
- Customer Focus | Part
2
Stephen Hewett of Charteris sets out an eight-point plan
for improving your ‘customer-centricity’.
- Strategy Issues | Part
2
Andrew Broome of Axactia explains the business advantages
of developing an IT strategy starting from the customer
perspective, rather than the back office.
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- Technology Trends |
Part 2
CRM is currently experiencing a rebirth. Atos Origin’s Diego
Anderiz looks at the reasons why, and what the vendors have
to offer.
- Implementation Issues
| Part 2
You can have the greatest CRM system in the world but it’s
no use if you can’t get the sales staff to use it. Richard
Boardman of Mareeba CRM Consulting shows what can be done.
- Call Centre Management
| Part 2
Many organisations have found their voice-only call centres
turning into a ‘utopian’ dream of multi-channel contact
centres. Paul Scott of Dimension Data looks at how you can
manage these centres properly.
- Market Overview | Part
2
Nick Hewson explains why so many companies struggle with
their customer management infrastructures.
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Conspectus 2010
Copyright
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