Management Briefings

• Market Overview | Part 2 | Part 3
  Many clients are now planning to increase their investment in CRM systems. Pat Sweet reports on our latest research.

• Round Table | Part 2 | Part 3
  We quiz Lynette Ferrara of CSC, Danny Thomas at Thomas Bamber, John Stewart from Unisys and Rob Brickle of Bsquared on key CRM business and technology trends.

• Expert Opinion
  Integrate CRM with other IT systems if you want to avoid the technology mistakes of the past, says David Cotterill.

• Contact Centres | Part 2
  Many high-tech call centres have damaged rather than improved customer service. Russell Bradshaw of Lorien Customer Focus starts to put things right.

• Analytical CRM | Part 2
  Evan Kirchheimer of Datamonitor says combining CRM and analytical software is a major market opportunity.

• Investment | Part 2
  Allan Cook of Resolution IT Services shows how you can make clients more keen on CRM spending.

• Case Study | Part 2
  Irish Life & Permanent’s new CRM installation.

• Real-Time CRM | Part 2
  Mark Williamson pursues the dream of sharing customer information in real time.

• Strategy
  Focus too closely on ‘sales’ and your CRM system will fail, says Roger Cole of CPiO.

• Change Management | Part 2
  META’s Ashim Pal pinpoints the early warning signs that allow you to keep a CRM project on the right course.

• Market News | Part 2
  Sarah Underwood with the latest news from the industry.

• Enterprise Systems | Part 2 | Part 3
  Mike Fitzgerald of EDS explains how to cost justify enterprise-level CRM projects.