Submit Your eCRM Success Stories We are pleased to announce the launch of our eCRM ROI Showcase. Vendors, systems integrators, consultancies and user organisations can display their own case study success stories. Each case study is described by a series of headings, including: Organisation Description Business Challenge Solution Description Benefit Description and Value Technology Used Submitting Organisation Contact Details  Early submitters will gain as the key index is the order submitted. Other indices include the organisation name, their industry, location and functional area, the submitting organisation name, as well as the 4 stages of One to One Marketing. There are both on-line and off-line forms for submitting your own case studies. From the Home page just click on the menu item eCRM ROI Showcase or the eCRM ROI icon.

Knowledge Partnership Report Towards a New World - Add Intelligence to Your Call Centre Managing Change is part of this partnership. We are helping companies improve their business performance by the application of knowledge, particularly customer knowledge, to their Call Centres. Our work is particularly suited to Centres that have multi-communications channels with voice, Internet, chat, email etc.. A booklet, commissioned by Nortel, one of the world's leading telecommunications suppliers, has been professionally printed. Originally sent to 5,000 of their customers, it is now into a second print run. See Nortel's Call Centre Academy web site at www.nortelnetworks.com/cca We are now helping a number of CRM companies communicate to their customers and prospects as well as directly helping end users to enhance and transform their call centres. Email Alan Cooper of Managing Change or Roger Butler of the Knowledge Partnership or visit our web site at www.knowledgepartnership.co.uk. From the Home page go right down the page and then click on the Knowledge Partnership Logo

Enter http://www.managingchange.com/publicit/autumn00.htm to view this page on-line and use the links.

An Invitation to Join the E-Business Group of the Henley Management College Alumni Alan Cooper is a founder of this group which is open to all. We now have over 200 members and meetings are held in London and Henley-on-Thames. Top class speakers are attracting over a 100 attendees. Recent initiatives include an eStart-up sub group providing budding dot.com entrepreneurs with access to ideas, investors and expertise. The group's web site is now in it's 2nd, much improved incarnation, and offers individuals the opportunity for networking. For the future there are ideas for close links with the College's new Henley Incubator. On November 16 the subject is Knowledge Management with a speaker from Autonomy. Then on January 17 a speaker from The Smith Group will talk on eCRM. To join the group, simply email your details to the secretary, Alan Cooper. There are no membership fees. From the Home page click on the Henley Alumni E-Business SIG menu item.

Is eCRM really giving consumers better service? We all have personal war stories about the disjointed and unfriendly way companies handle customer service in the new world of e-communications. We are speaking to a number of CRM vendors who wish to have quantitative market research to support their eCRM marketing. The aim is to measure the quality of service of companies with multiple e-channels compared to those that just provide call centre support. Paradoxically, indications suggest that service is actually deteriorating as companies open additional e-channels. We believe this is due to technology capabilities out-running marketing, organisational and knowledge management capabilities. Besides helping the CRM vendors, the research will also be of value to user organisations. Those that have effectively integrated their e-channels will be able to highlight their superior service. Those that have yet to achieve integration will have the data to challenge their board. Co-incidentally, Managing Change has been asked to write a book on e-commerce and we have agreed the focus to be eCRM and call centres. The market research will be a key component. There is an opportunity to sponsor the market research and/or the book. This can be either on an exclusive or syndicated basis. The book can be printed with your company name as sponsor and can be produced with a sponsor specific case study. Call us to discuss these opportunities.