CRM, Call Centre and Marketing
From Computing.co.uk The vast majority of technology professionals find that the analytics tools built-in to critical applications such as CRM and ERP are inadequate. Computing's own research recently asked a pool of UK-based technology professionals at medium to large organisations whether their business-critical applications meet current and future needs, and ... read more..
From ZDNet The latest forecast for the coming year from analyst Gartner sees CRM continuing to grow in importance as the market hits $23.9 billion this year, with cloud revenues forecast to be almost half of that (49%). But the coming year will be a period of consolidation, Gartner analysts believe, 'as ... read more..
From V3.co.uk Microsoft Dynamics customer relationship management (CRM) specialists are reporting an increased demand for their skills as well as salary rises of up to 14%, according to new global research released this week by Nigel Frank International. Nigel Frank specialises in Microsoft Dynamics recruitment and conducted research into the salaries of ... read more..
NCC ITDA Case StudyOff the blocks and into the record booksThe first further education college to achieve the National Computing Centres IT Department Accreditation standard has done so in style Leeds City College recorded one of the highest ever scores for customer satisfaction when it secured its ITDA status ... read more..
Smart City Market Movers Stimulate ProgressSmartness is coming soon to a city near you. Truly, it is: the smart city chimera seems to have been with us forever, but there is something happening in the UK that is finally moving the market from the envisioning stage to the deployment stage ... read more..
Security Concerns for the Coming YearThe big security themes for 2012 were mobile device and application protection, lack of cloud-based security, data-loss prevention and the need for big data management. If advanced protection requirements and increasing compliance demands are added to the equation, most of these issues will continue to ... read more..
Adopt a Balanced Approach to Private CloudsUsers are unsure of or have very different views on what constitutes a private cloud, which makes any survey about the subject rather meaningless. They approach private clouds from a variety of viewpoints including bottomup versus topdown, technology versus design, and long-term ... read more..
The Landscape Around Open Data and Gov 2.0 Starts to Take Shapeidea of Gov 2.0 re-envisioning whats possible in government/citizen interaction and problem solving through the application of collaboration technologies has been around since 2004. Only very recently, however, has it reached the common lexicon, with local, state ... read more..
Outsourcing Needs to Respond to Climate ChangeIt is not just language issues and political volatility that outsourcers need to think about when selling delivery services to enterprises in developed locations. The issue of natural disasters and infrastructure reliability is a consideration that is certain to gain prominence among procurement officers ... read more..
Physical Convergence of Servers and Storage EmergesInfrastructure convergence is an established trend that so far has been driven by the increasing complexity and interdependence of virtualised servers, networks and storage. This has created a demand for pre-integrated data centre building blocks that combine all these elements. Less than three years ... read more..
Staffing the Service Desk to Meet DemandOnce you have a service desk made up of the right people, ensuring that appropriate levels of service desk staff are in place to meet demand should be a regular and ongoing consideration for service desk managers. Relevant reporting should be in place that ... read more..
InfoSec Needs Greater Business RelevanceInfoSec must change. Vendors currently spend three days selling themselves at the show, but the needs of business organisations and their users must become the top priority. Rather than delivering a sprawl of disconnected technologies, the show needs to have more of a business and industry ... read more..
CIO, Tear Down This Wall!A quarter of a century after Ronald Reagan challenged Mikhail Gorbachev to tear down the Berlin Wall, one of the most famous symbols of division in modern history, the self-imposed wall between business and IT one of the IT industrys most hotly debated problems ... read more..
Cloud Services Business Trends Survey: Summary ResultsThis presentation summarises results from our recent Cloud Services Business Trends Survey of 200 CIOs/IT decision makers across the US, the UK, France and Germany. Download PDF articleEnterprises Refine their Tablet Adoption StrategiesEnterprises are moving from reactive, fashion-led deployment of tablets to mature, role-based, ... read more..
Date: Tuesday 24th January 2012 Time: 08.30 - 10.30am (GMT) Location: London Cost: Free of Charge Enrol: Click here Overview: There's so much to learn about moving your business to the cloud - and Sapphire Systems want to help. Step Up to the Cloud is a FREE education breakfast briefing where you will learn everything ... read more..
NCC Media ReleaseFrom the National Computing Centre, Manchester, UK. 5th September 2011The acid test for all IT systems is whether they deliver the benefits that were initially expected. Customer relationship management (CRM) systems have had a mixed history - and in the perception of users, this is still the case.Nearly ... read more..
Webinar on June 9 To truly embrace the vision of customer focus is a major undertaking. Many organisations have deployed CRM systems but often with mixed results. So far the approach has been on relationship management but smart organisations are now embracing applications and processes to help customers derive real ... read more..
Sales and marketing leaders of SMEs are invited to this FREE breakfast meeting in Birmingham on 25 May, hosted by Oracle. Lord Digby Jones - a witty, authoritative and straight talker who has served at high levels of both UK business and government - will share his experiences with you ... read more..
11 May 2011 Download the presentations: The Latest CRM Market Research Cliff Mills, Research Analyst, National Computing Centre Customer Performance management - the way forward Andrew Broome, Director, Axactia To truly embrace ... read more..
Driving value from next generation CRM October 2010 Catalyst As the main conduit between a business and its customers, customer relationship management (CRM) solutions continue to be an area of strategic importance both technically and strategically, and often are the first enterprise application area where new business practices and technologies ... read more..
Results of NCC Member Question Issued 4th August 2010 I'm considering purchasing the Frontrange SAM Suite to better organise our software asset management through automating the process of comparing software installs with licenses held over our 1400 desktops and laptops plus our 120 servers. Would any members like to share their ... read more..
NCC Members can ask relevant questions to the wider NCC membership, moderated by NCC. We collate the responses and where appropriate anonymise them, then publish the results on the website for the benefit of the wider Membership. Can you help...We are an aerospace manufacturing company in the north of England. ... read more..
CRM platforms contain only some of the information pertaining to business contacts and customers prospects, and so those tasked with business development spend an inordinate amount of time searching for information that will give them the big picture. Can social search and analytics come to the rescue? We believe it ... read more..
In the wake of a new Australian Prime Minister coming to office, some observers of the outsourced CRM market may have missed Vertexs purchase of Australian vendor PCI (to be rebranded under the Vertex name). In our view, this is a prudent business move on Vertexs part, considering the ... read more..
NCC Guidelines for IT ManagementNumber 336 Every business now collects and stores volumes of information that were unimaginable even a decade ago. Managed well, this data can be used to unlock new sources of economic value and provide fresh insight for marketing. But how many organisations can truly claim ... read more..
Concentrix, 2008. Introduction Whatever CRM system you choose, implementing it correctly is essential to the success of any CRM project. To implement it correctly, you need an effective project methodology. This will minimise the risks and costs associated with CRM initiatives and achieve higher return on investment (ROI) by providing maximum ... read more..
CASE STUDY: ANGLIAN WATER/CLICKSOFTWARE Anglian Water, part of the AWG Group, is located in the east of England and serves the needs of around 6 million industrial, commercial and domestic customers. It is geographically the largest water company in England and Wales - stretching across some 27,500 square kilometres from the ... read more..
Press Release from The National Computing Centre, Manchester UK. Issued 20th July 2009 Companies are still failing to gain all the anticipated benefits from their customer relationship management systems (CRM), according to a new NCC Research study commissioned by the Evaluation Centre (www.evaluationcentre.com) an interactive online service guiding IT buyers in the ... read more..
Companies have spent heavily on their CRM systems, but the most important part of customer communication management remains the humble document the letters, statements, marketing messages and contracts companies send out to their customers and prospects. And how many firms have focused properly on this area? Customer retention should ... read more..
The problem with ERP was that it focused on automating business processes rather than on seeing what information key decision-makers actually wanted. Most ERP solutions lacked any front office applications. Consequently, companies often lacked the information they most needed - information ... read more..