The Big Society
Constructive comment on this critical policy.
Valcon Report 2010
Our Scandinavian partner, Valcon, has produced this insightful report that shows that corporations are generally focusing on increasing efficiency, but at the same time are struggling to deliver what the customers are actually looking for: the best possible customer experience in relation to products and services.
The Efficiency debate - 'Adding Up Successes'
Organisations in most sectors are facing testing pressures as we continue to operate in financially constrained times. In Adding Up Successes, Peter Lavers examines some key principles that address how your organisation can both demonstrate the delivery of outcomes and achieve your outcomes at a lower cost.
Customer management in public-sector organisations
This paper reviews the results of a recent pilot study of the extent to which public sector organisations (PSOs) are focused on understanding and managing stakeholders, citizens or customers. Our conclusion is that while at the tactical level there has been some progress, there is still a long way to go.
IT governance and project management - a qualitative study
This article presents the results of a qualitative study of IT project management and governance.
Interviews were carried out with 10 senior managers in different organisations who had been involved in major IT projects.
We train our people to run effective faciliatated sessions. This white paper gives some basic information and some of the hints and tips that make our people even more effective.
Smart utilities and CRM: The next phase of customer management in utilities
This paper examines the potential effect on CRM of smart metering and smart networks in utilities.
Customer experience and profitability: An application of the empathy rating index (ERIC) in UK call centres
This article explores the relationship between customer experiences with call centres and company profitability.
Customer retention in the recession
The credit crunch has destabilised the marketer’s world. Customer retention is the new focus area for marketers and is an area where advanced techniques and strategies are being rapidly adopted.
Report: Huge demand predicted for 'lifestyle concierge'
A report by Professor Merlin Stone predicts a significant increase in the number of mass-affluent people in the UK over the next few years as 365,000 new 'demi-millionaires' are created.
What makes for CRM system success – or failure?
The purpose of the study is to investigate success and failures of CRM system implementations. We found that the scope, size, complexity and duration of the CRM projects seem to vary quite significantly across firms. Poor planning, lack of clear objectives and not recognising the need for
business change are the key reasons for CRM failures.
Managing stakeholders: A recipe for confusion?
Ashley Semmens and Professor Merlin Stone look at how the idea of managing stakeholders is now rooted in many public policies, partly thanks to the mounting evidence that failure to take a stakeholder management approach has led to many public-sector failures, while taking it leads to success.