A Remedy for CRM Confusion
Updated · May 22, 2001
In an effort to alleviate the confusion that some have about customer relationship management (CRM) strategies and solutions, Remedy® Corp. will team with Cambridge University and International Data Corporation (IDC) to bring clarity to the CRM marketplace.
Remedy, a supplier of information technology service management (ITSM) and CRM solutions, launched the new research program in response to customer demand. With limited time and resources to research every business issue, managers and directors are looking for an informed opinion and analysis of CRM functions to reduce risks.
The researchers from IDC, Cambridge University and the Massachusetts Institute of Technology (M.I.T.), are examining the return on investment from CRM projects such as customer service, personalization, the use of mobile technologies, e-mail management and Web architectures, specifically in the telecommunication, finance, government, utility and commerce industries. This research will address anticipating customer needs, exceeding customer expectations, creating client loyalty and driving profitability.
Chris Hill, Remedy’s European director of marketing said that the researchers are addressing the challenges of CRM which include protecting the customer base from competition and gaining share in a nervous market. “This is a holistic program, looking at the relationship between sales, marketing and service and the multiple ‘touch points’ so that businesses really understand how to rise to the challenge of managing customer relationships. Our overall purpose is to bring businesses clarity by working with Cambridge University and IDC to identify how organizations can meet their customers’ objectives in the service sector, and so implement the solutions that will gain and retain their long-term loyalty,” stated Hill.
The first IDC white paper has now been published with further papers set to appear each month. The findings are available on Remedy’s Web site and are offered free of charge to subscribers.
Remedy’s products are in use at more than 10,000 sites and were chosen for their fast deployment and radical adaptability. By focusing on internal and external service, Remedy’s customers continually improve both their customer interactions and their internal operations to raise satisfaction and lower costs.