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Change House, Shepherds Rise, Vernham Dean, Andover, Hampshire,
SP11 0HD, England |
Submit Your eCRM Success Stories
We are pleased to announce the launch of our eCRM
ROI Showcase. Vendors, systems integrators, consultancies and user
organisations can display their own case study success stories. Each case
study is described by a series of headings, including:
Benefit Description and Value
Submitting Organisation Contact Details
Early submitters will gain as the key index is the order
Other indices include the organisation name, their industry, location
and functional area, the submitting organisation name, as well as the 4 stages
of One to One Marketing.
There are both on-line and off-line forms for submitting your own
the Home page just click on the menu item
eCRM ROI Showcase or the eCRM ROI
Knowledge Partnership Report
Towards a New World
- Add Intelligence to Your Call Centre
Managing Change is part of this partnership. We are helping companies
improve their business performance by the application of knowledge,
particularly customer knowledge, to their Call Centres. Our work
is particularly suited to Centres that have multi-communications channels
with voice, Internet, chat, email etc..
A booklet, commissioned by Nortel, one of the world's leading
telecommunications suppliers, has been professionally printed. Originally
sent to 5,000 of their customers, it is now into a second print run.
See Nortel's Call Centre Academy web site at
We are now helping a number of CRM companies communicate to their
customers and prospects as well as directly helping end users
to enhance and transform their call centres. Email
Alan Cooper of
Managing Change or
Roger Butler of
the Knowledge Partnership or visit our web site at
the Home page go right down the page and then
click on the
Knowledge Partnership Logo
Enter http://www.managingchange.com/publicit/autumn00.htm to view
this page on-line and use the links.
An Invitation to
Join the E-Business Group of the
Henley Management College Alumni
Alan Cooper is a founder of this group which is open to all. We
now have over 200 members and meetings are held in London and Henley-on-Thames.
Top class speakers are attracting over a 100 attendees. Recent initiatives
include an eStart-up sub group providing budding dot.com entrepreneurs with
access to ideas, investors and expertise. The
group's web site is now in
it's 2nd, much improved incarnation, and offers individuals the opportunity
for networking. For the future there are ideas for close links with the College's
new Henley Incubator.
On November 16 the subject is Knowledge
Management with a speaker from Autonomy. Then on January 17 a
speaker from The Smith Group will talk on
To join the group, simply
email your details to the
secretary, Alan Cooper. There are no membership fees.
the Home page click on the
Henley Alumni E-Business SIG
Is eCRM really giving consumers better service?
We all have personal war stories about the disjointed and unfriendly
way companies handle customer service in the new world of e-communications.
We are speaking to a number of CRM vendors who
wish to have quantitative market research to support their eCRM marketing.
The aim is to measure the quality of service of companies with multiple
e-channels compared to those that just provide call centre support.
Paradoxically, indications suggest that service is actually deteriorating
as companies open additional e-channels. We believe this is due to
technology capabilities out-running marketing, organisational and knowledge
Besides helping the CRM vendors, the research will also be of value
to user organisations. Those that have effectively
integrated their e-channels will be able to highlight their superior service.
Those that have yet to achieve integration will have the data to challenge
Managing Change has been asked to write a book on e-commerce and we have
agreed the focus to be eCRM and call centres. The market research will be
a key component. There is an opportunity to sponsor the market research
and/or the book. This can be either on an exclusive or syndicated basis.
The book can be printed with your company name as sponsor and can be produced
with a sponsor specific case study. Call us to discuss these
Managing Change in Print ...
We are now retained by
Ciudad (City) Internet of Argentina
to write regular articles for its new business information web site. Ciudad
is owned by one of the biggest media companies in
E-mail: sim-at-managingchange.com. Tel. & Fax.: +44 (0) 1264 737609
Managing Change is the trading name of Managing Change SIM Ltd registered
in England and Wales. Registration number: 3591060
Registered Office: Change House, 7 Shepherds Rise, Vernham Dean, Andover,
Hampshire, SP11 0HD, England
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This page last updated October 2000 © Managing Change