Feeds

Wheels fall off CRM bandwagon in UK

Customer relationship mismanagement

  • alert
  • submit to reddit

Combat fraud and increase customer satisfaction

British firms are losing valuable business because of their "sloppy" approach to tracking leads and inability to win new clients, research released today has claimed.

One in four of the marketing and business development managers surveyed for the BT-commissioned customer relationship study admitted to recording crucial information incorrectly, which means they cannot subsequently find it.

British managers were found to jealously guard their customer contact information and refuse to share it with colleagues. Almost a third said they hoard customer data on personal technology devices such as mobiles and handheld computers or on personal paper-based files. In half the companies surveyed this meant that when someone left the firm, they took all of their business contacts with them.

Some 53 per cent of firms admitted that they struggle to find the right details of their business contacts and almost two thirds said they cannot trace customers' business history.

Somewhat predictably, according to BT, this knotty problem can only be effectively solved by deploying company-wide customer relationship management systems which force employees to share and efficiently manage customer data.

However, the study found that only half of companies have deployed any type of centrally accessible database or CRM systems for capturing and managing client information.

Paul White, head of CRM at BT Major Business, said that, in addition to technology, culture changes were needed to stop managers treating their colleagues with suspicion and end what the study described as a widespread office 'blame culture'. ®

Combat fraud and increase customer satisfaction

More from The Register

next story
This time it's 'Personal': new Office 365 sub covers just two devices
Redmond also brings Office into Google's back yard
Kingston DataTraveler MicroDuo: Turn your phone into a 72GB beast
USB-usiness in the front, micro-USB party in the back
Dropbox defends fantastically badly timed Condoleezza Rice appointment
'Nothing is going to change with Dr. Rice's appointment,' file sharer promises
BOFH: Oh DO tell us what you think. *CLICK*
$%%&amp Oh dear, we've been cut *CLICK* Well hello *CLICK* You're breaking up...
AMD's 'Seattle' 64-bit ARM server chips now sampling, set to launch in late 2014
But they won't appear in SeaMicro Fabric Compute Systems anytime soon
Amazon reveals its Google-killing 'R3' server instances
A mega-memory instance that never forgets
Cisco reps flog Whiptail's Invicta arrays against EMC and Pure
Storage reseller report reveals who's selling what
prev story

Whitepapers

Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Top three mobile application threats
Learn about three of the top mobile application security threats facing businesses today and recommendations on how to mitigate the risk.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.