Despite the fact that a lot of our engagements are focussed on our CRM planning, requirements gathering and vendor selection services, we also get involved in a lot of project implementation work. Some people find this surprising – they figure once the CRM software vendor gets underway there’s little left Continue Reading
Valuing CRM Projects…
When clients ask us to help them plan CRM projects, there’s a general anticipation that our biggest contribution will be helping them cut through the fog of competing vendor claims to identify technologies that will best suit their needs and budgets. While this is an important part of our planning Continue Reading
CRM – what’s in a name?
Customer Relationship Management is a term that means very different things to different people, and these perspectives were powerfully contrasted at a Netsuite briefing I attended this week. On the one hand Jennifer Kirkby, independent analyst and editor of the Customer Management Community, was a powerful advocate of organisations shifting Continue Reading