Summary of Reports

 Achiever Software

 JI Group

 Onyx Software

 QAS

 Sage (UK) Ltd, CRM Solutions

 TeleWare

Management Briefings

 Market Overview | Part 2 | Part 3

 Implementation Issues: Danny Thomas of The Thomas Bamber Partnership | Part 2

 Call Resolution: Dimension Data’s Mike Cleugh | Part 2

 Marketing Issues: Bill Blundon of Extraprise | Part 2

 CRM in Government: Wendy Hewson | Part 2 | Part 3

 Management Issues: Philip Everest of Mantix | Part 2

 Case Study: The Carphone Warehouse | Part 2

 Service Management: Steve Downton | Part 2

 CRM Strategy: Keith Bedingham of Verax | Part 2

 Case Study: TD Waterhouse

 Expert Opinion: Rob Brickle of Bsquared Consulting

Issue Summary

Wendy Hewson explains how consultants can help government agencies make the business case for CRM.

Going public - Part 1 | Part 2 | Part 3

Many public sector organisations – and their suppliers – are struggling with two issues: how to demonstrate that CRM and e-Government is affordable; and how to demonstrate that the planned benefits have materialised on the ground.

Research carried out by Hewson – conducted for Towards a Citizen-Centric Authority, CRM in the Public Sector and with the National CRM Project on the CRM Business Case Toolkit – shows there is an opportunity for consultants and suppliers to grasp the business case and use it as the glue to bind planned economic benefits to the change management issues and project controls.

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Consultants' Advisory 2005

Copyright © 2005