CRM
CRM Tech Toolkit
The more you understand your customer the better your business will be. CIOs are now cornerstones of customer understanding and relationships thanks to CRM technology and an increasing amount of customer contact points. Good technology is vital, but successful CRM requires a business focussed strategy and execution.
This zone keeps you posted on the latest CRM business thinking and technology developments to ensure your CRM implementation is a success.
CRM White Papers
Web 2.0 and sales process management
How Web 2.0 systems and applications support management of sales processes
Online survey results more...
CRM 2.0: Technology outlook roadmap
The evolution of demand - The customer 2.0
Exploring the evolution of tools supporting CRM processes and loyalty and the technological outlook. more...
Differentiate your company with complete CRM
Focused on productivity and empowerment and leveraging the natural rhythms people work
CRM needs to evolve with the transformation of Web 2.0, beyond basic transactional and analytical information, to take advantage of the new way people want to do business. more...
Social CRM comes of age
The new breed of CRM: Are you ready?
Who is this “social customer”? What strategies and tools does the new breed of CRM provide to do something about this? more...
Seven tips for profiting from lean times with CRM
Leveraging CRM processes to turbo-charge your sales operation
Boosting your sales operation during lean economic times with CRM more...
CRM Indepth
Tomorrow's world
Identifying some of the trends that will shape the role of the CIO into 2020
The HR director is the CIO's best friend, says K2's Kate Hanaghan more...
CIO Profile: Nationwide's Tony Prestedge on transformation
Building Society follows through with £1bn IT transformation programme
Customer ownership makes driving and communicating strategic change easier for Nationwide Building Society’s chief operating officer Tony Prestedge more...
CIO Profile: Vodafone's Albert Hitchcock on global IT
Upwardly mobile
Albert Hitchcock has led a worldwide standardisation programme for Vodafone that will drive down operating costs, improve customer experience and lower energy usage more...
Three examples of Mobile Business 2.0
A sound strategy is essential before rushing to meet user demands for mobile IT
A mobile revolution is upon the business world, says Christine Hodgson of Capgemini, who provide some examples of businesses that have embraced the process changes more...
CRM news
Southeastern deploys mobile social media to tackle rail delays
All staff to be more connected and more informed about potential problems
All staff to be more connected and more informed about potential problems more...
GP technology use in England leads world
Accenture report praises primary care applications but hospital IT splutters
Accenture report praises primary care applications but hospital IT splutters more...
UK banks failing to engage with customers on social media
Some 69 percent of customers would not use Twitter, Google Plus or Facebook to interact with customer services
Some 69 percent of customers would not use Twitter, Google Plus or Facebook to interact with customer services more...
Lloyds rolls out major complaints handling system
Charter Continuum system to handle PPI enquiries
Charter Continuum system to handle PPI enquiries more...
Oracle Customer News
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