Note

Summary of Reports

 Achiever Software

 Chordiant

 Cirquent

 Epicor

 FrontRange

 IBM Global Business Services

 JI Group

 Microsoft

 Nolan Computers

 Onyx Software

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version of the full report

Management Briefings

 Market Overview & Analysis: Conspectus’ latest research | Part 2

 Expert Opinion: Rob Brickle of CRM consultancy Bsquared

 View from the Top: Castle Morpeth Borough and Alnwick District Councils | Part 2

 Part of the Problem: David Jacobs of Profit from Information | Part 2

 Location, Location: Louella Fernandes of Quocirca | Part 2

 Putting Customers in the Frame: Michael Collins | Part 2

 Customers: the Keys to Prosperity: Professor Tom Lambert of TripleIC | Part 2

 Mature but Mobile: Phil Branston of Bradgate | Part 2

 Improving Agility: Sheryl Kingstone of the Yankee Group | Part 2

 Contact Centres of the Future: Capgemini’s Michael Anderson | Part 2

Michael Collins says companies need to build customer management frameworks if CRM is to be successfully realised.

Putting customers into the frame - Part 1 | Part 2

Since the introduction of the term ‘customer relationship management’ businesses have wrestled with a number of issues:

• Is it purely a technology or is it a business strategy?
• Is it a process that can be imposed on a business or does it demand a change of culture?
• Is it contact management or is it salesforce automation?
• Does it belong in the IT department or is it a marketing function?

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Conspectus 2008

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