Home  2008 CRM, Contact Centre & Marketing Systems (June) Contents |
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CRM, Contact Centre & Marketing Systems Contents - June 2008 Summary
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Management Briefings
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- Market Overview & Analysis
| Part 2
Companies continue to spend heavily on their CRM,
contact centre and marketing software. Where has the
investment paid off? Cliff Mills finds out from our
latest user survey.
- Expert Opinion
Rob Brickle of CRM consultancy Bsquared highlights
the gap between saying you are customer driven, and
actually being customer driven.
- View from the Top
| Part 2
Mike Kenworthy was a rock drummer, now he runs the
CRM systems at Castle Morpeth Borough and Alnwick
District Councils. He describes the councils’ investment
in IT for improved customer service and efficiency.
- Part of the Problem?
| Part 2
A new sales system is often seen as the solution to
a modern company’s needs. But without the right start,
it can quickly become part of the problem, warns David
Jacobs.
- Location, Location
| Part 2
Companies are being exposed to a wealth of location-based
information. Louella Fernandes of Quocirca shows how
this can be used to improve CRM.
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- Customers: the Keys to
Prosperity | Part
2
‘Customer centricity’ is a simple concept, but it
has proved difficult for many organisations to move
past the concept to effective action. Professor Tom
Lambert of TripleIC looks at what’s required.
- Mature but Mobile
| Part 2
CRM software has been around for more than 20 years
but the market is still changing and developing. Phil
Branston of Bradgate identifies the latest trends.
- Improving Agility
| Part 2
Organisations can evolve their service centres into
profit centres using unified technology, says Sheryl
Kingstone of the Yankee Group.
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Conspectus 2008
Copyright
© 2008 |
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