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Developing and Implementing a CRM Strategy

Endorsed by the Institute of Direct Marketing: "We believe that Developing and Implementing a CRM Strategy is an excellent publication. It is a comprehensive, insightful and practical publication covering the entire field of CRM. It is the recommended reading text for students taking the IDM Certificate in Customer Relationship Management." Professor Derek Holder, Founder and Managing Director, The Institute of Direct Marketing

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The Customer Management Scorecard

"A step by step guide to defining, planning, implementing and reaping the benefits of customer management while avoiding the many pitfalls" - Customer Relationship Management  The most comprehensive, up-to-the-minute insight into how today‘s organizations are managing their customers Only 17% of companies can determine the worth of individual customers with any accuracy, combining sales margin,sale and marketing cost, management cost, logistics and service

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Improving the Lifetime Value of your customers

How can you maximise customer value whilst minimize customer disruption? This is a key challenge facing residential utilities today. Customer behaviour and utility product offerings are changing - adopting the "one size fits all" approach is now redundant. For you to succeed in the residential energy supply market it is critical you effectively segment and target their customer base

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Customer Relationship Management - Building Business Benefits From CRM

Customer relationship management (CRM) represents the key business strategy that will determine successful enterprises in the 21st century. Enterprises engaged in CRM - or planning to be - must understand the critical components of successful CRM strategy development and implementation.At the heart of business success is the ability to maintain good customer relationships and the success of any CRM solution is dependent on the knowledge and commitment within your organisation. 
 

What Call Center Managers Think

Although not immune to the doom and gloom of the current economic environment, the call center industry is fairly buoyant and confidence among call center managers is quite high. This brief looks at the results from a recent Datamonitor survey and discusses what is going on in the mind of the call center manager and what technology vendors should do about it.