Recommended reports
How to Run a Successful E-commerce ITT
Econsultancy’s How to Run a Successful E-commerce ITT best practice guide is absolutely essential reading for organizations considering a new e-commerce platform or upgrading their existing systems. The comprehensive 95-page report is aimed at helping in-company e-commerce managers to understand the skills and techniques required to manage the Invitation to Tender process in a professional and expedient manner.
CEO at Econsultancy
20 December 2000 07:14am
If CRM, or eCRM, or any of its variants are your thing then it would be worth having a quick look at Gartner's take on the 10 key trends that will impact the enterprise and its pursuit of CRM in 2001.
"Bottom Line: The top 10 trends listed above will all move at different speeds, but none can be ignored and all require enterprises to take the following actions:
- Measure customer expectations, relationship complexity, the reasons that drive customers to leave, and the level of demand for mass customization.
- Educate the CEO and board on the extent to which CRM could realistically improve profitability, the amount of executive time that is required and the changes in governance that are needed.
- Focus on customer data management and analysis, CRM vendor viability and the main causes of CRM project failure (both management and technology) if working in the IS organization."
Go to http://www.gartner.com/webletter/nortel/article1.html for the more detailed article