Previous "What's New" in 1999

Click here for what's coming in the next few months.

Click here for what's new in the current and past months.

November 1999

Changes

An major update to the section on Digital, Interactive, and Web-TV bringing the latest news in this fast moving medium.

Autumn '99 News Sheet Update has bee distributed. Contact us if you would like to receive a copy or this or future issues. Topics include:

Now On, at a Screen Near You - about the updated Digital TV section.
An Invitation from the E-Business Group of the Henley Management College Alumni -
Join us on November 17th and learn about business opportunities with Digital Interactive TV.
Stop Press! Strategic Review for Major Media Company - about our latest assignment.
Managing Change Presents on Digital TV & Advertising - about our forthcoming presentation in Oslo.
Knowledge Partnership Report Launched at Voice 99 - about it's report Towards a New World
- Add Intelligence to Your Call Centre.
Responding to Differing Customer Needs - about a UMIST project on Human Factors In The Design Of Electronic Service Delivery Systems For Use In Complex Environments.

Events page is updated with more e-commerce and CRM events.

The Henley Alumni Electronic Commerce Group has been renamed as the E-Business Group and now has its own web site. Thus we have removed the Groups pages within this site. Managing Change is a founder of the Group.

October 1999

Additions

Managing Change is speaking to the Norwegian Association of Advertisers at a seminar in Oslo on 24th November. The title of the seminar is "On the threshold to a new century: Marketing communications in a digital reality". Managing Change's session is entitled: "New Advertising Models and Opportunities in the Interactive Age". Click here to see the full programme.

Changes

Events page is updated again with a host of more events through to the end of the year and beyond. October has 18 events and November has 34 - some days you have a choice of 3 seminars on E-Business, CRM or the Internet!

The section on Digital, Interactive, and Web-TV will be updated in the next few weeks.

September 1999

Additions

Not strictly this web site, but Managing Change has been working with The Knowledge Partnership to define the business plan, build a web site and promote the new business. There is much synergy between the two organisations with the primary target markets being financial services and telecommunications.

The Knowledge Partnership has produced a vision paper for Nortel Networks, one of the world's major telecommunications companies. Entitled 'Towards a New World - Add Intelligence to Your Call Centre', it provides practical assistance, using cases studies to illustrate how companies can transform the performance of their call centres as they evolve towards Customer Care and Customer Knowledge Centres.

Changes

Events page updated with a host of more events through to the end of the year.

June 1999

Additions

Component Based Development in Insurance (Unicom CBD Conference November 1997)

We have made available the slides to this presentation given by Managing Change. It looks at the application of Component Based Development (CBD) within the insurance industry to support fast product and service development, One to One Marketing and Mass Customisation.

More events are now in the What's On page. The CIM Conferences in October and December look to be good value.

We have written the Behavioural Analysis page and included an example based on Ethical Behaviour Segmentation Model to complement the original SIM Behaviour Segmentation Model.

Changes

The database of example companies at the various stages of the Customer Relationship Cycle has now been updated with another 50 or so entries. We have added an Amendments and Suggestions form for your own personal recommendations.

The database of UK financial services companies has been doubled in size to over 600. We are in the process of checking the web addresses and updating the comments. Suggestions welcome. The html for this table, and also the one mentioned above, are now generated from a database.

May 1999

Additions

The new section on Digital, Interactive, and Web-TV is now complete plus updates to the previous pages.
Final sections are:

Implications for the Advertising Industry
Implications for the Financial Services Industry
In total 14 pages giving you the background and developments of this significant new medium.

Events page updated until September 1999.

Don Peppers, founder of Peppers and Rogers Group comes to London:
- CRM Masterclass Series: Creating Long-term Profitable Relationships with Customers - Where Next?,
  10 June 1999, Earls Court Conference Centre.

Spring '99 News Update Issued

SIM Report

Section 6 Recommendations added

SIM News Headlines addition:

Financial Site Traffic Increased Nearly 40% Since December 98, 26 May 1999

Site Technical Information has been updated.

April 1999

Additions

Customer Knowledge Management and MASS CUSTOMISATION

This 2 page article by Managing Change, published in the April 1999 issue of Internet Business Magazine, looks at companies and systems that support mass customisation, as well as the important processes that capture knowledge about customer's needs and aspirations. Different approaches to distribution channels are also addressed.

In Search of the Experience Economy

Strategic Interactive Marketing is based on the pioneering works of Don Peppers & Martha Rogers (One to One Marketing) and B Joseph Pine II & James H Gilmore (Mass Customisation). Peppers & Rogers have already made a contribution to this site (The One to One Enterprise Depends on High Impact Customer Interaction).
We are now honoured to have a contribution from Pine and Gilmore. Taken from their latest book - In Search of the Experience Economy, they argue that if Financial Services are to survive, they must at least deliver memorable experiences and ultimately they should seek to transform the lives of their customers.

SIM Toolkit.

Managing Change will be using Don Peppers' and Dr. Martha Rogers' practical implementation techniques described in their new book The One to One Fieldbook.

More events are now in the What's On page.

March 1999

Over 300 pages We've reached the 250 page mark. Really time for a site search facility!.

Details of the next Henley Alumni Electronic Commerce Focus Group meeting, based on British Airways selling airline tickets over the Internet.

Events page updated with more April and June events.

New e-commerce books listed.

February 1999

February's events (and some for March, April and May) are now in the What's On page.

Work is progressing on developing a new web site for the The Knowledge Partnership. Click here to see progress.

We have moved to our own web site hosted by Justspace. Benefits include faster download, better indexing by search engines, and the introduction of a site search facility.

We have also registered the domain http://www.managingchange.co.uk

January 1999

One page overviews, plus links, to 2 organisations that Managing Change is collaborating with:

SCIPIO Methodology and SCIPIO Consortium
for requirements capture, definition, and development.
The Knowledge Partnership (now links to the KP site)
for leveraging knowledge and becoming customer focused.