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

Tying CRM into the service function is a good way to achieve real differentiation and revenue growth, Steve Downton reports.

CRM through service - Part 2 | Part 1

The value of CRM most often quoted is in customer retention and satisfaction, plus cost reduction through improved employee productivity, yet these are difficult areas to measure and put a value on.

The following are an average of quoted results available from a number of sources, all in the public domain. The good news is that those companies able to measure appropriately have reported the following benefits from their implemented CRM solution:

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Consultants' Advisory 2005

Copyright © 2005