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 Customer
Relationship Management & Call Centres
January 2005 - Summary
The market for customer relationship management (CRM)
and call centre technology has gone flat in recent years,
as what was once heralded as an important area of business
automation turned out to be a minefield of failed expectations
and ROI.
The writers in this issue of Advisory are agreed that
this situation is not going to suddenly reverse – Rob
Brickle on and Pat Sweet find
the market research and analyst opinion unanimous on that.
But modest growth is predicted and this is obviously better
for consultants than decline. And there are a number of areas
where this technology has proved successful. We feature two
such case studies in The Carphone
Warehouse and TD Waterhouse
and our Management Briefings writers identify a range of profitable
application areas for the software – from straightforward
CRM software strategy and implementation, to call centre automation,
and newer areas like automating the service and marketing
department.
Consultants' Advisory 2005
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