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Other Directories, Comparisons, Research 2008 CRM, Contact Centre & Marketing Systems (June) View from the Top: ...

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Summary of Reports

 Achiever Software

 Chordiant

 Cirquent

 Epicor

 FrontRange

 IBM Global Business Services

 JI Group

 Microsoft

 Nolan Computers

 Onyx Software

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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

View from the Top - Part 1 | Part 2

  PROFILE

Mike Kenworthy

Company: Castle Morpeth Borough and Alnwick District Councils.

Interviewee: Mike Kenworthy.

Job Title: ICT partnership manager.

The Subject: Better access to council services, improved customer service and increased efficiency were the driving forces for Morpeth and Alnwick to implement a new CRM solution.

PERSONAL FILE

NAME: Mike Kenworthy.

BACKGROUND: Mike started out as a professional rock drummer in the late 70s. His first ‘real’ job was in advertising and marketing and this path continued until about 20 years ago when he switched careers and went into the hig-hrisk food production industry.

Whilst working in this sector Mike got his teeth into his first real IT projects, and during this period he designed and developed production planning systems, stock control applications and trace-back applications.

After leaving the food industry Mike worked as a consultant for the financial sector in Edinburgh, developing systems for the likes of Royal Bank of Scotland, Aegon Asset Management and The Dunfermline Building Society.

After a short stint working as a consultant to the Scottish Council for Voluntary Organisations, he joined Sunderland City Council as head of e-government. then moved to head up the ICT for both Castle Morpeth Borough Council and Alnwick District Council.

Q: WHY WERE YOU LOOKING FOR A NEW CRM SYSTEM?

A: One of the first things I did on joining the council was to conduct an audit of all the software and applications being used, to determine if they were delivering value for money and providing all the functionality we needed.

The highest level of dissatisfaction was with the CRM system. Everyone hated it, it was difficult to use, did not have all the capabilities we needed and on top of this it was expensive – even spreading the cost over two councils. At the same time I was also looking at our customer service and how we could improve channel access to council services.

We finally decided the existing CRM system was beyond redemption, that we should start from scratch and define our requirements for a new system.

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