Year: 2006

I’ve also been writing a blog for the Customer Management Community in case you wondered why my entries have become slightly more occasional. You’ll need to sign up if you are not already registered. If you are not inclined to do so then Wednesday’s post was as follows: Systemising the Continue Reading

Working on a couple of engagements in London this week gave me the opportunity to catch up on some of the magazine subscriptions that have been piling up unread. The business section of the April 1st edition of The Economist was leading with an article on Microsoft called ‘Spot the Continue Reading

I liked Eric Doyle’s article in Computer Weekly earlier this month. It was the most sensible piece I’ve read about on-demand (software that people subscribe to as a hosted service rather than purchase outright and install on site) CRM in some while. Well grounded though it was, there were still Continue Reading

I signed up with a web-based vendor of mailing lists a few months back. It was one of those stand-out experiences. The web site was slick and easy to use. I could profile the data to my hearts content. And, when I down-loaded my purchase, a customer services rep telephoned Continue Reading

There’s one package that dominates the CRM space, and it’s not as obvious as you might think. I’ll give you a clue – it’s from Microsoft. No, not Microsoft CRM Dynamics, no, not Outlook, but you are getting warmer, no, the out and out market leader has to be…..wait for Continue Reading

As has been well documented here and elsewhere, the path to a successful CRM project is strewn with traps and pitfalls for the inexperienced and unwary. However for the minority that navigate these successfully there’s one final ‘gotcha’ that seems to trip up more than its fair share of would Continue Reading

One of my formative experiences in terms of thinking about implementing CRM systems occurred as a result of visiting Nissan’s car manufacturing plant in Sunderland in the early ‘90’s. Nissan Motors Manufacturing UK Ltd is the UK’s largest car manufacturing plant and the most productive in Europe, as measured by Continue Reading

In my last post I was lamenting the absence of a focus on business benefits in many of the business requirements documents I get to read. Joel Spolsky echoes that point in a recent post albeit in a slightly different context: “Don’t start a business if you can’t explain what Continue Reading

Continuing the walk through of a CRM project started in ‘Anatomy of a CRM project – part one’: Our original intent had been to include the support and service functions as part of the phase one deployment, but thankfully both we and the client concluded that this was probably biting Continue Reading