- Creating Customer Value - Why CRM Programmes Succeed
1 Jul 03 | Single Topic Reports
Customers are always at the top of the business and IT agendas. Yet Customer Relationship Management (CRM) projects have failed to deliver the expected business benefits.
It is tempting to write CRM off as a fad that will soon be forgotten, but it is hard to survive, let alone thrive, if you do not manage your customer relationships so that you deliver value to your customers while finding ways to extract and retain some of that value for yourself.
This report reclaims the term ´CRM´ and provides practical advice on designing and managing a successful programme.
- Lessons Learned from the CRM Self Assessment
1 Aug 03 | Single Topic Reports
The CRM Self Assessment Tool provides a quick and easy way for a business to assess whether its CRM programme meets our standards of best practice, and provides concrete steps that may be taken to improve programmes that fail to meet best practice.
This report introduces the CRM Self Assessment tool and presents lessons learned from analysis of data provided by 21 businesses that used the tool in the latter part of 2002.
- An IT strategy for successful CRM
1 Jul 03 | Journal Articles
We invited clients to complete a self-assessment of their CRM programmes, based upon standards of best practice we had established through our research. Based on those assessments, we explain why the old approaches for CRM doe not work and suggest an alternative. We explain how United Biscuits achieved success and provide six new rules for CRM IT portfolio management.
- Business models and strategies for the digital economy – five ways to build agility into your IT organisation
11 Nov 02 | Journal Articles
This article provides a business model framework to help you assess whether you have the relevant technologies to support each of the business models in your business. It also identifies five actions that will provide the agility to support multiple business models, the visibility and control to support business models that extend beyond corporate boundaries, and the speed to keep pace with customer demands.
- Where business process meets business practice
1 Nov 02 | Journal Articles
Good process and good practice are both essential for organisations to succeed. Businesses today need to clearly differentiate between processes to be automated and the more collaborative activities. There is a delicate balance that must be achieved between practice and process, between effectiveness and efficiency, between doing the right thing and doing it right. CSC has created the Business Process/Business Practice framework (BP2) to help organisations maximise the benefits from both good processes and good practice
- CRM means mass customisation – but what does mass customisation mean?
1 Nov 02 | Journal Articles
The way to deliver customer value is by accepting that the customer is in control and adapting how you do your business to customer needs. This is the age of the customer managed relationship. Customer managed relationships are not some ethereal vision in which you continue doing the same things but say the customers are in control. You have to reengineer how you create value.
- Business Process Management - Delivering on the promise
1 Nov 02 | Single Topic Reports
Businesses are now using BPM to respond to the unrelenting demands of their customers for greater quality, innovation, and service at ever lower prices.
This report provides case studies showing how process-smart CIOs have used BPM to work with other businesses to meet their customers´ demands, while retaining an unprecedented level of visibility and control over systems, people and organisations.
The final report from our research explains how that promise will be realised as this exciting new era of computing unfolds.
- Naked Objects - Achieving business agility through radical software design
26 Jun 02 | Single Topic Reports
CSC Research Fellow Richard Pawson offers a radical rethink of object-oriented systems design called ´Naked Objects´.
Although the name might raise a few eyebrows, it well describes the approach; core business objects such as Customer, Product and Order showing directly through to the user instead of being masked behind the menus, scripts and dialogue boxes of a conventional user interface.
- This is the operator; how can I help you?
1 May 02 | Journal Articles
Mobile communications are increasingly essential to daily business activity; waiting for the operators to develop effective business applications is simply not good enough. We propose a range of activities that organisations should undertake now in order to recognise the future benefits that mobile devices have to offer. And we also offer some good advice to those operators who are looking for practical ways to recoup their licence fees and network construction costs.
- Why 'Smart Agents' is a dumb idea
1 May 02 | Journal Articles
Smart Agents are being touted by vendors as anthropomorphic software programs that claim to learn, judge, decide and know on our behalf. This is in many ways an enticing vision, especially to people already overtaxed by information and by the complexity of daily life. We warn, however, that there are three fallacies – technological, strategic and social – common to many implementations of ‘smart agents’ and that these can become traps for the unwary!