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Welcome, in this first issue of 2001, to a new-look International Consultants’ Guide, with a new editor, but with the same commitment as ever: to provide regular briefings designed to keep you up-to-date with developments and thinking, internationally, on the key technological and business issues of the day. Moving into the editor’s chair is David Guest, latterly in charge of Information Age; former editor Tim Ring is promoted to managing editor. The structure and purpose of the publication remains unchanged, however, and this New Year issue focuses on customer relationship management (CRM). Our opening feature sets the scene: it finds that users are eagerly taking up CRM but suspects there is an element of blind faith at work. Sam Anahory of PricewaterhouseCoopers suggests there are different stages of CRM from which different levels of return can be expected. Other contributors – CMG, NCR and Alchemy among them – focus on different aspects of what may be needed to make CRM work. Bryan Black of Protagona Worldwide looks at perceptions of CRM, and Liz Gaertner from Cincom Systems examines some of the integration issues.
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International Consultants' Guide January
2001 |
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This
report includes profiles of CRM software and services suppliers. The information
supplied by the companies has been checked and validated by Lorien Consulting.