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This Evaluation Centre provides information on CRM software, call centre software and marketing software:
1. Click on Strategy for an up-to-date overview of the CRM software, call centre software and marketing software market plus briefings from industry experts.
2. Click on Supplier Evaluation for CRM software, call centre software and marketing software Evaluation Reports which have been independently audited and checked for accuracy.
3. Click on Implementation for information about the remainder of the software lifecycle including articles by top consultancy firms.
4. Click on Service Centre if you need any other support or information on CRM software, call centre software and marketing software. The Evaluation Centre is here to help. |
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News from Computer Weekly |
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| Lloyds TSB Group Union will use the bank's extraordinary general meeting today to encourage shareholders to support the return of 4,000 jobs to the UK to cut the level of expected redundancies if the bank merges with HBOS.
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| Three major London hospitals have been forced to revert to processing patients manually after a computer virus shut down their computer systems. St...
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IT workers in the tumultuous City of London will soon share their experiences of working in the fast and furious financial services sector.
IT Jobs...
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Lloyds of London managing agent Spectrum Syndicate Management has dumped its inflexible IT and installed Citrix...
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The government has saved £700,000 by using geographic...
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The use of open source software...
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| Master data management software market up 30% Master...
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Over 40% of organisations think they are going to lose an average of £2,000 or more in productivity per employee from online...
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Most IT directors want to build strategic relationships with suppliers, but current arrangements are not living up to expectations for both parties.
Over...
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Capgemini will offer Amazon's cloud computing service, EC2 to its US clients as an extension to its outsourcing...
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Top Business Issues |
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CRM's money-go-round
Evaluation Centre's overview of the CRM software, call centre software and marketing software market...Profitable customer relationships are the lifeblood of any commercial enterprise. Yet we know from personal experience that many organisations fall far short in treating their customers as they would expect. Do they build up customer or brand loyalty? The answer in many cases is no, and so the customer moves to another supplier at the first available opportunity.
It is an oft quoted fact that it costs five times more to acquire a new customer than to retain an existing one. So why do organisations regularly fail to look after the very people they should care for the most? Maybe they think by installing a CRM system they have addressed the issue.
If so, they will be sadly disillusioned as the technology is only an enabler and not a replacement for a well-thought through customer management strategy.
According to our latest CRM user survey, only half the respondents have an overarching customer management strategy that is independent of any technology solutions they might use. This compares to 43% who lack such a strategy – which may indicate why so many organisations still fail to deliver good customer service. view in full >> |
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New Strategic Briefings |
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Bridging the CRM software gap
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| CRM systems still lack the ability to retrieve vital information needed by customer service agents to resolve calls. Mary Ann Tillman of Convergys says the solution is to link CRM and business support systems.
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Marketing and Web 2.0
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| Marketers will ignore Web 2.0 at their peril, warns Jeffrey Peel of Quadriga Consulting, as he looks at what the concept has to offer this department.
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CRM without surprises
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| If you want to remain competitive, it is essential to have a strategic plan in place for managing your customer relationships, advise Rob Brickle and John Bowler of Bsquared Consulting.
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