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This Evaluation Centre provides information on CRM software, call centre software and marketing software:
1. Click on Strategy for an up-to-date overview of the CRM software, call centre software and marketing software market plus briefings from industry experts.
2. Click on Supplier Evaluation for CRM software, call centre software and marketing software Evaluation Reports which have been independently audited and checked for accuracy.
3. Click on Implementation for information about the remainder of the software lifecycle including articles by top consultancy firms.
4. Click on Service Centre if you need any other support or information on CRM software, call centre software and marketing software. The Evaluation Centre is here to help. |
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News from Computer Weekly |
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| If you want a response from a mobile potential customer, SMS them.
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| Carnegie-Mellon University has developed a free add-on to the Mozilla Firefox 3.0 browser to boost security for users.
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| The IT industry's skills council e-skills has called for a "radical review" of the IT curriculum, after numbers taking computing subjects at A-level and GCSE this year fell again.
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| Manchester Airport's fleet of air-side passenger buses has been equipped with Windows XP-based automotive computers to improve operations.
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| Cybersquatting of leading pharmaceutical brands has reached an all-time high, according to the latest BrandJacking Index research by MarkMonitor.
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| Collaboration with business partners and customers is key to the future growth of global business, according to a study...
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| A television advert for Apple's iPhone misled consumers about internet access, the Advertising Standards Authority has ruled.
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| A widespread spam campaign has been launched which pretends that an e-mail recipient's baby has been kidnapped in a bid to infect their computer with malware.
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| HP has completed its acquisition of Electronic Data Systems Corporation, creating a company that will offer private and public sector IT...
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Indian IT outsourcing company Infosys...
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Top Business Issues |
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CRM's money-go-round
Evaluation Centre's overview of the CRM software, call centre software and marketing software market...Profitable customer relationships are the lifeblood of any commercial enterprise. Yet we know from personal experience that many organisations fall far short in treating their customers as they would expect. Do they build up customer or brand loyalty? The answer in many cases is no, and so the customer moves to another supplier at the first available opportunity.
It is an oft quoted fact that it costs five times more to acquire a new customer than to retain an existing one. So why do organisations regularly fail to look after the very people they should care for the most? Maybe they think by installing a CRM system they have addressed the issue.
If so, they will be sadly disillusioned as the technology is only an enabler and not a replacement for a well-thought through customer management strategy.
According to our latest CRM user survey, only half the respondents have an overarching customer management strategy that is independent of any technology solutions they might use. This compares to 43% who lack such a strategy – which may indicate why so many organisations still fail to deliver good customer service. view in full >> |
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News |
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CRM: listen to the voices
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| Voice-of-the-customer departments are making a comeback, reveals Rob Brickle of Bsquared Consulting, as he explores why they are back in vogue.
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The great escape
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| Customer churn is on the increase and companies are at a loss to know how to deal with it, says David Butler of TripleIC, as he looks for a solution.
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Exclusive case study: Castle Morpeth and Alnwick
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| Improved customer service and increased efficiency were the driving forces for Castle Morpeth and Alnwick councils to implement a new CRM solution.
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