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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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Parents that understand technology see the value of Web 2.0 in...
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| HSBC is boosting its green credentials by introducing virtual conference rooms to reduce the amount of air travel by employees.
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Hospital doctors are risking the loss of confidential patient information with the widespread use of unprotected memory sticks, say two clinicians.
A...
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| "This small, easy-to-carry device stands ready to connect teens, tweens, and travellers to their online world, be it surfing the web, chatting with friends, blogging, streaming content, uploading photos or enjoying favourite online videos, music and games," said Dell.
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Apple and its AT&T mobile operator partner are being sued in the US for providing...
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| BBC Worldwide has confirmed reports that it is looking to set up a streaming and download music service using its extensive collection of studio and live recordings.
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| The launch of Google's web browser has prompted much speculation about another round of browser wars like those between Microsoft and Netcape.
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| Ipswich Hospital is using Sophos endpoint, e-mail and web security systems to shield 3,500 users from spam and malware.
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| Dassault Systèmes (DS), a French manufacturing software house, has confirmed German media reports that a rival Siemens subsidiary had obtained a confidential database containing details thousands of Dassault customers.
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This summer has seen a huge surge in the number of user computers remotely taken over by botnets.
The...
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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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Stakeholder management – am I bovvered?
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| Companies must not forget that stakeholder management has an important part to play in enabling successful CRM projects, warns Rob Brickle of Bsquared Consulting.
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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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