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Management Briefing
Market Overview
Pat Sweet reports
forecasts of rapid growth for CRM in Europe in 2001, but also finds doubts
about the state of the market.
Expert Opinion
There are three stages
of progress in CRM, Sam Anahory of PricewaterhouseCoopers proposes, with
rising return on investment potential.
Working with CRM
Marc
Baker of CMG considers the impact of CRM initiatives on employees.
Critical Success Factors
NCR’s Rebecca Bucnis outlines what makes
CRM work and how success may be measured.
Market Trends
Liz Gaertner of Cincom
Systems looks at the increasing emphasis placed on integration in CRM
strategies.
Change Management
Bryan Black of Protagona Worldwide passes
on the lessons learnt from his company’s examination of attitudes to CRM.
Basic Instinct
Richard John of Alchemy stresses the
importance of starting with good data for successful CRM projects.
Strategic Business Partners
Profiles of two organisations with partnership potential in different areas: Avaya and ManagedStorage International.
Business Review
News and opinion from the European consultancy and IT arenas.
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