Management Briefings

• Market Overview | Part 2 | Part 3
  The CRM and call centre market is set for single-percentage growth, fuelled by the introduction of ‘lite’ versions of CRM software into smaller companies and the fact that significant ROI can be extracted from CRM applications, reports Pat Sweet.

• Implementation Issues | Part 2
  There is more to improving customer relationship management than just buying Siebel, says Danny Thomas.

• Call Resolution | Part 2
  Dimension Data’s Mike Cleugh believes that as the public face of a company, call centre staff have to be motivated by customer service and supported by integrated technology.

• Marketing Issues | Part 2
  Marketing is the forgotten department when it comes to customer-based automation. Bill Blundon of Extraprise shows how to put this right.

• CRM in Government | Part 2 | Part 3
  Wendy Hewson explains how consultants can help public sector organisations make the business case for CRM.

• Management Issues | Part 2
  Philip Everest of Mantix looks at the role of contact centres in gaining customer loyalty.

• Case Study | Part 2
  The Carphone Warehouse has found that data cleansing is a key element in its Single Customer View project.

• Service Management | Part 2
  Steve Downton shows why customer management software and policies should be extended to the service function.

• CRM Strategy | Part 2
  Keith Bedingham of Verax focuses on the business change aspects of CRM implementations.

• Case Study
  Brokerage firm TD Waterhouse has introduced a service resolution management (SRM) system as part of its call centre automation.

• Expert Opinion
  Rob Brickle explains why consultants have to get used to lower levels of CRM activity.

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