Exploiting Technology for Better Member Relationships

Size: px
Start display at page:

Download "Exploiting Technology for Better Member Relationships"

Transcription

1 enabling the next generation Exploiting Technology for Better Member Relationships

2 Summary Membership organisations cannot afford to ignore the opportunities for technology to enhance relationships with their members. Just as commercial businesses have recognised the potential of Customer Relationship Management (CRM), member organisations can use similar approaches through Member Relationship Management (MRM). No. of Members 35,000,000 10,000,000 8,000,000 6,000,000 4,000,000 MRM recognises that these businesses and their associated membership bases have different motivations to commercial organisations and their customers, and consequently this calls for a different approach to enhancing relationships. It focuses on needs beyond those addressed by commercial CRM and delivers specific functionalities for the various types of membership organisation. While the opportunity is not yet fully defined, MRM is a small but growing force in relationship and can contribute significantly to achieving the goals of membership organisations and improving their performance. The significance of membership organisations Membership organisations must maximise the value created for members Membership organisations are non-profit making organisations that exist for the benefit of their members. Examples include trade unions, trade associations, charities, sports clubs/societies and professional institutions. In addition there are organisations like the AA, which have become commercial but retain some features of membership organisations. Employers Associations 2,000,000 0 Charities Business Publishers Higher Education Trade Unions Golf/Health Clubs Professional Institutions Membership Organisations Political Parties Trade Associations Figure 2: The main sectors and membership estimates Given the scale of membership organisations, it is surprising that technology suppliers have not served them more directly. While budgets are limited, their scale is large and operational needs are similar to many of those in the commercial world. Membership Organisation Objectives Employers Association Franchises Provide value to members Build closer relationships with members Retain members Extend range of services (e.g. new electronic services) Increase revenues Reduce operating costs (e.g. self-service on the Internet) Improve the membership experience across different channels Charities Sports Clubs Trade Unions Leisure Clubs Professional Institutions MEMBERSHIP ORGANISATIONS Religious Organisations Trade Associations Higher Education Political Parties Franchises Business Publishers Figure 1: The main membership organisation sectors Membership organisations are a significant force in society, comprising many organisations and individuals. Recent research by Logical estimates the member base to be at least 68 million in the UK alone (See Figure 2).

3 Three key drivers are common to most of these organisations despite their diverse objectives and membership bases. Improve relationships Cut costs Increase value Given increased overheads, these organisations need to see where technology can help them. It will be most effective where an organisation can meet their own needs but at the same time share the costs of development with others. In commercial businesses CRM has been able to achieve this, where the use of technology has been combined with a strong understanding of where the organisation interacts with its customers. But is there a similar potential for MRM? Delivering to the membership base CRM must be adapted to meet the needs of membership organisations In principle, MRM looks to achieve the same goals as CRM: Capture information about customers/members and their relationship with the organisation Understand their needs and habits better, and so tailor the relationship in appropriate ways to meet both personal and organisational objectives Promote the products/services of the organisation costeffectively by focusing on those who are likely to want them Reduce the costs of servicing customers/members through the automation of operations and self-service Allow a common approach to customers wherever they are situated and however they are dealing with the organisation Events Events MRM additions Members Members Annual subscription Publication subscription Committee Conferences/events Event booking Event feedback Exhibition Meeting/speaker Abstract tracking Trade shows Accommodation & hospitality booking However, there is one big difference: the fundamental purpose of MRM is to increase member value whereas CRM is used to increase sales and customer profitability. Membership organisations have some very different requirements compared with businesses trying to manage and retain relationships with customers. Publishing and information-sharing activities, for example, newsletters, learned journals and periodicals, are often central to member-based organisations. Events such as trade shows, exhibitions, public meetings and networking activities are also typical. All these activities require a high degree of co-ordination and organisation. Membership organisations also need to manage subscriptions and collect fees or 'dues' from members. Some have a fundraising arm for charitable purposes, while for others the coordination of member training and professional qualifications is a key function. The key to effectively addressing these specific needs is to fully understand the processes going on Sales & marketing Core CRM components Report Financial reporting Sales analysis Auto responses Contact centre Field service Contact & activity Web functionality for end users e-commerce e-publishing System admin & security E-commerce Communication Forecasting Reporting & analysis Customer service Contact Mailing list Web enabled Access controls System administration Security Order Product configuration Product information Figure 3: The additional 'tools' of Member Relationship Management at these different 'touchpoints' or the points of interaction between the organisation and its members, employees or supplier/partners. For membership organisations, these touchpoints exhibit different characteristics to commercial companies. Consequently, managing the member relationship requires an extended set of 'tools' when compared to CRM, combined with a more limited use of many of the core tools provided by CRM. This is shown in Figure 3. Few membership organisations will use all the components of a typical CRM system but do need many basic facilities combined with member-specific components. However large organisations (e.g. political parties) or commerciallyoriented membership organisations (e.g. health club chains) will need the full functionality of CRM plus additional member-centred functionality. So to be successful, MRM must provide at least basic CRM combined with a broader range of member-centred functionality to allow organisations to manage interactions such as donations and training. Training Training Accreditation Certification Continuing professional development Publication \ Fundraising Fundraising Donor Campaign MRM additions

4 Can CRM software packages meet the needs of membership organisations? There is a market for off-the-shelf MRM technology solutions CRM is big business. According to the Hewson Group, the European market (including associated services) was worth about 7 billion ($10 billion) in Managing relationships to win custom and loyalty has, and always will be, a difficult task for companies looking to secure repeat business in a competitive environment. Despite the mixed success of loyalty schemes, organisations continue to plough millions of pounds into giving customers the personal touch of the corner store. This has been good news for technology and software vendors like Siebel, Oracle and SAP who offer help to confused and frustrated businesses. Today these and other suppliers provide solutions with impressive functionality but they do not necessarily meet the different demands the member places on relationship. Generally seen as expensive in the eyes of membership organisations and in need of tailoring to suit their needs, using CRM as a solution comes at a price unless the membership organisation has a strong commercial component. In short, CRM technology has a great deal to offer membership organisations but it is relatively expensive and requires bespoke configuration for less commercially oriented businesses. If one of the major players also builds 'out of the box' MRM, this route could become very attractive for medium to large membership organisations. However, there is little evidence of MRM activity among the traditional CRM suppliers, although those that offer bespoke solutions, like Siebel, can deliver if you can afford it. There is some evidence, however, that these vendors are now producing offerings suited to the medium-sized enterprise as the large corporate end of the market becomes saturated. With the greater commoditisation of product that this entails, there is a real opportunity for one or more CRM suppliers to address the needs of membership organisations unable to pay for expensive bespoke solutions. Specialist MRM suppliers Specialist suppliers provide membership organisations with an alternative There are a growing number of companies providing specialist MRM software and services, although the base is still small. Logical estimate that there are no more than thirty such companies in the UK. These companies tend to offer services to specific niche areas within MRM. For example, Gladstone MRM specialises in providing software to sports clubs. More comprehensive dedicated MRM software systems are available, such as TIMMS from US-based TMA Resources. This system is licensed to Minerva in the UK and is a capable package with a broad range of functionality for several types of membership organisation. Fisher Technology, a UK listed company, offer another specialist product, called imis. Abbatia Ltd, a small MRM consultancy specialising in independent schools alumni, estimate the (currently latent) European MRM market to be worth about 1 billion ($1.6 billion). Given the limited information available on this sector, this figure is almost arbitrary, and comprehensive information on the UK is nonexistent. University College London are undertaking a comprehensive study on the not-for-profit market and while not aiming to understand the MRM market, it should provide a useful insight into the scale of its potential. MRM specialists provide solutions that can benefit organisations with some scale, typically operations involving over ten staff. There are also many smaller businesses who have less than ten staff members but who could potentially benefit from MRM technology. Unfortunately the larger MRM systems, such as TIMMS and imis, are not cheap to procure and deploy, especially if they need customisation. In summary, MRM specialists make sense if their standardised 'offthe-shelf' MRM offering can meet the needs of a particular organisation. The challenge for these suppliers is to increase the number of niches they serve (e.g. from trade unions to fund-raising charities, and from campaigning groups to sports clubs) as well as the core functionality that CRM systems provide.

5 Should membership organisations deploy MRM? MRM must be an organisational initiative, not just new technology MRM is a growing opportunity with stronger support than ever before as more companies offer this technology. While CRM has been very successfully exploited by some commercial organisations, the track record of implementations is mixed and membership organisations need to avoid the expensive mistakes others have made when implementing MRM initiatives. Three clear lessons can be drawn from CRM implementations: Focus on organisational priorities - be clear on the objectives of MRM and convert these into measurable objectives. Choose the system that meets these needs most clearly and a supplier on whom you feel confident for future improvements and support. Simplify then automate - use the introduction of MRM to simplify the way you work by focusing on doing what creates value for members as efficiently as possible. Customise the system as little as possible and, if necessary, change your methods rather than tinker with the technology. Treat as an organisational project not a technology one - technology enables the improvements you want such as reduced costs and better member relationships, it doesn't make them happen. Be sure that you understand the business case for MRM and who will be responsible for obtaining these benefits. Maximise efficiencies and realise benefits partly by leveraging technology (e.g. dedicated software systems) and partly through treating of members as a whole process. The exact solution required, and its level of complexity will depend on the specific needs of the organisation. However, by redesigning processes around dedicated technology solutions, all organisations can become more cost effective and drive member value. We have identified five initial steps that membership organisations need to take in achieving this (see Figure 4). Logical has used this approach successfully, for example, working closely with a member-based trade association undertaking a review of its major operational and relationship processes. The business case for extending web-based functionality to members was strong on cost grounds alone, with further benefits to be gained through enhanced member service and an improvement in operations. In this case, a CRM-based technology solution was finally selected as it met the organisations requirements more closely than specialist MRM offerings. Both association members and staff were involved in this initiative. Can you afford to ignore MRM? MRM could be essential to increasing your value to members In the commercial world, your members are witnessing increasing sophistication and benefits through technological advances in CRM systems, such as more personalised, relevant and timely offers. They will therefore increasingly expect more targeted communication. Membership organisations can use MRM where they need to improve their performance to: Improve relationships Cut costs Increase value For these organisations, the benefits can be considerable, especially if they use MRM technology to help deliver both efficiency and new opportunities to interact with members. So, rather than questioning whether membership organisations should be using technology to better manage their members, perhaps the question should be turned around to read: "Can membership organisations afford to ignore using technology to better manage their members?" Clarify Vision Process Review Touchpoint Analysis Business Case Select Suppliers Clarify vision and mission Identify areas where improvement is needed Consolidate MRM objectives Review organisational Identify touchpoints Develop processes and where you interact Select suppliers technology and technology to with members and with whom you process blueprint assess the other stakeholders can work for change and extent to which and hence points effectively, whose confirm business change is of opportunity to solutions require case for MRM required to meet create (or destroy) the minimum of objectives value for members tailoring to meet your needs and who you expect to be around in the future Figure 4: Steps to achieving Ashridge a solution Business School UK -

6 About Logical Logical is an international professional services and IT network integration company with over 60 offices worldwide. Logical shapes, integrates, designs, deploys and manages IT solutions for organisations seeking to leverage next generation technology for competitive advantage. For more information about how Logical can help your business, visit our website at enabling the next generation Logical All trademarks are acknowledged. The information contained in this brochure is subject to change. Ref: UK/LAS/WP/09.02 Logical (UK) Limited 110 Buckingham Avenue Slough Berkshire SL1 4PF United Kingdom Tel: (+44) Fax: (+44) For a full list of our UK office locations please visit our website at

2006 www.insight.com/uk

2006 www.insight.com/uk How to choose a CRM System How to choose a CRM System This guide is designed to help you build a business case for a CRM system, form an effective project team, ask the right questions, identify the challenges

More information

Customer Relationship Management - a strategic approach

Customer Relationship Management - a strategic approach Sage CRM Solutions Customer Relationship Management - a strategic approach Managing interactions with prospects and customers effectively and profitably is a fundamental part of business. Success depends

More information

How to Choose a CRM System.

How to Choose a CRM System. How to Choose a CRM System. Contents How to Choose a CRM System... 3 Understanding CRM... 4 Getting Started... 5 Understanding the Core Components of CRM... 6 Involve the Right People... 7 Select a System

More information

How to Choose a CRM System

How to Choose a CRM System When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning your selection process. That s why we created this guide to

More information

Business Intelligence

Business Intelligence S2 Connecting Customers Business Intelligence Microsoft and the Microsoft logo are registered trademarks and/or trademarks of the Microsoft Corporation in the US and/or other countries. 2001 Microsoft

More information

Revolutionise your organisation with the most advanced CRM framework in the world.

Revolutionise your organisation with the most advanced CRM framework in the world. Revolutionise your organisation with the most advanced CRM framework in the world. Cloud Innovation is professional and personable and had empathy for the challenges we faced as a FTSE 250 company. Whether

More information

A Review of the Plan UK Business Opportunity

A Review of the Plan UK Business Opportunity Plan UK Bringing clarity, control and confidence to a fast growing international children s charity About Plan UK The issues Plan UK, generating over 50 million a year through 114,000 individual and corporate

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Power to Your People The Death and Rebirth of CRM

Power to Your People The Death and Rebirth of CRM PAGE 1 OF 5 Power to Your People The Death and Rebirth of CRM 1 Introduction Despite years of investment, CRM, Donor and Membership systems have failed organisations and individuals. The days of mass communication

More information

Lead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision

Lead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision Unify your communications with Gold-Vision, a fully featured CRM solution with customer Contact, Sales, Marketing, Projects and Events. Gold-Vision stands out from the crowd with interactive dashboard

More information

Developing a CRM Platform: a Bulgarian case

Developing a CRM Platform: a Bulgarian case Developing a CRM Platform: a Bulgarian case SOFIYA VACHKOVA OmegaSoft Ltd. 51 Aleksandar Malinov Blvd., 1712 Sofia BULGARIA sophy.v@gmail.com http://www.omegasoft.bg ELISSAVETA GOUROVA Faculty of Mathematics

More information

How To Help Your Business Succeed With A Single Community Care Record

How To Help Your Business Succeed With A Single Community Care Record Microsoft Dynamics CRM Solutions for Healthcare Optevia provide solutions for the Health Sector built in Microsoft Dynamics CRM. These solutions: save money while increasing quality Provide an excellent

More information

The Essential Element for Great British Marketing Marketing Overview

The Essential Element for Great British Marketing Marketing Overview The Essential Element for Great British Marketing Marketing Overview Enter Issue One A World of Great British Creativity An award winning creative agency with over 30 years in the marketplace, Creativeworld

More information

An Introduction to Customer Relationship Management Software

An Introduction to Customer Relationship Management Software An Introduction to Customer Relationship Management Software A White Paper by Contents 1. What Is Customer Relationship Management? 2 2. An overview of three CRM products 5 3. In Summary 8 4. About Governor

More information

CRM. Booklet. How to Choose a CRM System

CRM. Booklet. How to Choose a CRM System CRM Booklet How to Choose a CRM System How to Choose a CRM System When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning

More information

strategic plan and implementation framework 2013-2018

strategic plan and implementation framework 2013-2018 strategic plan and implementation framework 2013-2018 contents Introduction 3 Strategic Plan 2013-2018 4 Strategic Priorities 4 2 Implementing the Plan 5 Measuring and Monitoring 5 Communicating and Reporting

More information

Build Contacts, Manage Relationships, Get Results

Build Contacts, Manage Relationships, Get Results Build Contacts, Manage Relationships, Get Results ACT! is the world s best selling contact management software with over 120,000 UK registered users. By using Sage ACT!, individuals, small businesses and

More information

How are companies currently changing their facilities management delivery model...?

How are companies currently changing their facilities management delivery model...? Interserve and Sheffield Hallam University market research 2012 Page 2 www.commercial.interserve.com How are companies currently changing their facilities management delivery model...? we have a strategy

More information

connected technology

connected technology connected technology contents The Football Association Ltd (The FA) in England is working with Cotech to supply the Eventspace solution to Counties, Leagues and Clubs throughout England. We chose Eventspace

More information

To join Achilles UVDB, visit www.achilles.com/uvdb, call +44 (0)1235 861118 or email enquiries@achilles.com

To join Achilles UVDB, visit www.achilles.com/uvdb, call +44 (0)1235 861118 or email enquiries@achilles.com UVDB Achilles UVDB FAQ s About Achilles UVDB What is the Achilles UVDB Supplier Information Management Service? Achilles UVDB is the community for the UK utilities industry. It enables the utilities sector

More information

How to grow through new and existing customers

How to grow through new and existing customers 10 Minute Guide How to grow through new and existing customers Membership Services Moor Hall, Cookham Maidenhead Berkshire, SL6 9QH, UK Telephone: 01628 427500 www.cim.co.uk/marketingresources The Chartered

More information

Director of Income Generation. Appointment Briefing July 2014

Director of Income Generation. Appointment Briefing July 2014 Director of Income Generation Appointment Briefing July 2014 An introduction from the Chief Executive Thank you for your interest in joining the team at Crohn s and Colitis UK. We are currently entering

More information

Connect Renfrewshire

Connect Renfrewshire How the council will use its information and technology assets to achieve successful change Contents Strategy Context 2 Digital Delivery and Citizen Engagement 4 Operational Excellence and Transformation

More information

The Short-Term Insurance Industry: Organising by Common Capability

The Short-Term Insurance Industry: Organising by Common Capability The Short-Term Insurance Industry: Organising by Common Capability How and why short-term insurance organisations are consolidating common capabilities Contents Introduction 3 Legacy Organisational Structures

More information

Top Marketing Tips to Grow Your Specialist Business. For use by professional intermediaries only

Top Marketing Tips to Grow Your Specialist Business. For use by professional intermediaries only Top Marketing Tips to Grow Your Specialist Business For use by professional intermediaries only 2 Top Marketing Tips to Grow Your Specialist Business Contents More effective communications for a new world

More information

Our Capabilities. 3SIXTY Global, the specialist consulting company for buyers and providers of corporate travel services and expenses.

Our Capabilities. 3SIXTY Global, the specialist consulting company for buyers and providers of corporate travel services and expenses. Our Capabilities 3SIXTY Global, the specialist consulting company for buyers and providers of corporate travel services and expenses. 3SIXTY Global has the experience to improve how your company travels.

More information

OPERA Central Systems. Create success. integrated efficiency for hotel chains

OPERA Central Systems. Create success. integrated efficiency for hotel chains OPERA Central Systems Create success integrated efficiency for hotel chains Introduction Stay on top with the cutting edge in management technology at your fingertips In today s highly competitive global

More information

M4 Systems Case Studies. Barry College. M4 Systems Ltd Tel: 0845 5000 777 International: +44 (0)1443 863910 www.m4systems.com www.dynamicsplus.

M4 Systems Case Studies. Barry College. M4 Systems Ltd Tel: 0845 5000 777 International: +44 (0)1443 863910 www.m4systems.com www.dynamicsplus. M4 Systems Case Studies Barry College M4 Systems Ltd Tel: 0845 5000 777 International: +44 (0)1443 863910 www.m4systems.com www.dynamicsplus.net M4 Systems Customer Solution Order Story Barry College Selects

More information

sdsys THAGORAS SCISYS UK LTD The National Archives Customer Relationship Management System and Integrated Email Marketing Solution RESPONSE TO TENDER

sdsys THAGORAS SCISYS UK LTD The National Archives Customer Relationship Management System and Integrated Email Marketing Solution RESPONSE TO TENDER sdsys THAGORAS SCISYS UK LTD The National Archives Customer Relationship Management System and Integrated Email Marketing Solution RESPONSE TO TENDER The National Archives Redacted under! IFOI exemption

More information

Analytical CRM to Operational CRM Operational CRM to Analytical CRM Applications

Analytical CRM to Operational CRM Operational CRM to Analytical CRM Applications Closing the Loop - Using SAS to drive CRM Anton Hirschowitz, Detica Ltd Introduction Customer Insight underpins Customer Relationship Management (CRM). Without a detailed understanding of customer profiles

More information

SFT F15 Develop and implement a plan for direct response fundraising

SFT F15 Develop and implement a plan for direct response fundraising Develop and implement a plan for direct response fundraising Overview This standard is about fundraising through direct response channels. You will need to plan your approach to achieve the fundraising

More information

Microsoft Dynamics CRM 2011 for Manufacturing. For all your customer relationship needs

Microsoft Dynamics CRM 2011 for Manufacturing. For all your customer relationship needs w Microsoft Dynamics CRM 2011 for Manufacturing For all your customer relationship needs ConsultCRM: Manufacturing ConsultCRM: Manufacturing Introduction The Power of Productivity Manage complex sales

More information

Logicalis Unified Communications and Collaboration. Collaborate anytime, anywhere, on any device

Logicalis Unified Communications and Collaboration. Collaborate anytime, anywhere, on any device Logicalis Unified Communications and Collaboration Collaborate anytime, anywhere, on any device Logicalis Unified Communications and Collaboration Solutions & Services Are you struggling to support today

More information

Access thankq CRM Powerful tools to collectively understand and manage relationships with supporters, members, alumni and volunteers

Access thankq CRM Powerful tools to collectively understand and manage relationships with supporters, members, alumni and volunteers 0845 835 0192 nfp@theaccessgroup.com theaccessgroup.com/thankq Access thankq CRM Powerful tools to collectively understand and manage relationships with supporters, members, alumni and volunteers The UK

More information

Tax Efficient Giving for Americans Resident in the United Kingdom

Tax Efficient Giving for Americans Resident in the United Kingdom Making a Difference Tax Efficient Giving for Americans Resident in the United Kingdom Americans resident in the United Kingdom have particular income tax problems with respect to structuring tax efficient

More information

Business Operations. Module Db. Capita s Combined Offer for Business & Enforcement Operations delivers many overarching benefits for TfL:

Business Operations. Module Db. Capita s Combined Offer for Business & Enforcement Operations delivers many overarching benefits for TfL: Module Db Technical Solution Capita s Combined Offer for Business & Enforcement Operations delivers many overarching benefits for TfL: Cost is reduced through greater economies of scale, removal of duplication

More information

SugarCRM for Law Firms A Whitepaper

SugarCRM for Law Firms A Whitepaper SugarCRM for Law Firms A Whitepaper Summer 2010 Prepared by David Gilroy (Sales & Marketing Director) Conscious Solutions Limited Royal London Buildings, Baldwin Street, Bristol, BS1 1PN Tel: 0117 325

More information

Email Marketing Manager. MS National Centre, London

Email Marketing Manager. MS National Centre, London Job Title: Location: Reports to: Email Marketing Manager MS National Centre, London Head of Digital Introduction to MS Society The MS Society is the UK s leading MS charity. Since 1953, we ve been providing

More information

Running a successful golf club

Running a successful golf club Running a successful golf club Issue 1 Membership and Customer Relationship Management (CRM): Why profiling is key to retention An ebook by NFS Technology Group www.nfs- hospitality.com How to run a successful

More information

Microsoft Dynamics CRM 2011 for Chartered Surveyors. For all your customer relationship needs

Microsoft Dynamics CRM 2011 for Chartered Surveyors. For all your customer relationship needs Microsoft Dynamics CRM 2011 for Chartered Surveyors For all your customer relationship needs ConsultCRM: Chartered Surveyors ConsultCRM: Chartered Surveyors Introduction The Power of Productivity Microsoft

More information

Best Connected Software from Ireland

Best Connected Software from Ireland Best Connected Software from Ireland A strategy for development of the indigenous software industry 2009-2013 Irish Software a Modern Success Story Over the past thirty years, Ireland has built an international

More information

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011 CRM On Demand now hosted locally in Europe An Oracle White Paper 2011 Innovation, fuelled by the rapid development of new technologies, continues to drive competitive advantage in the area of customer

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

31 Examples of how Microsoft Dynamics CRM Integrates with Marketing Automation

31 Examples of how Microsoft Dynamics CRM Integrates with Marketing Automation 31 Examples of how Microsoft Dynamics CRM Integrates with Marketing Automation Manage Email Campaigns In-House 1. Quickly Design Emails Save time creating marketing emails using drag and drop template

More information

Small Changes Big Impact: Leveraging technology in an uncertain economy

Small Changes Big Impact: Leveraging technology in an uncertain economy Small Changes Big Impact: Leveraging technology in an uncertain economy Small Changes Big Impact: Leveraging technology in an uncertain economy 2 Introduction In its most recent Charity Forecast survey,

More information

Life insurance policy administration: Operate efficiently and capitalize on emerging opportunities.

Life insurance policy administration: Operate efficiently and capitalize on emerging opportunities. Life insurance policy administration: Operate efficiently and capitalize on emerging opportunities. > RESPOND RAPIDLY TO CHANGING MARKET CONDITIONS > DRIVE CUSTOMER AND AGENT LOYALTY > ENHANCE INTEGRATION

More information

Getting a 360 customer view with SAP Business Communications Management (BCM)

Getting a 360 customer view with SAP Business Communications Management (BCM) SAP Digital Services the way we do it o Getting a 360 customer view with SAP Business Communications Management (BCM) Capgemini can help you deploy BCM to achieve multi-channel integration across all your

More information

All those working in Unipol are jointly employed by Unipol Student Homes and the University of Leeds.

All those working in Unipol are jointly employed by Unipol Student Homes and the University of Leeds. Unipol Student Homes Digital and Social Marketing Coordinator Full time fixed term for two years This exciting and challenging new post reflects the high priority we are giving to expanding Unipol s digital

More information

Sage CRM. Communicate, Collaborate, Compete with Sage CRM

Sage CRM. Communicate, Collaborate, Compete with Sage CRM Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface

More information

Client focused. Results driven. Ciber Retail Solutions

Client focused. Results driven. Ciber Retail Solutions Client focused. Results driven. Ciber Retail Solutions Multi-Channel Retailing Retailers are confronted by a downturn in consumer spending, ever-tighter margins, emerging shopping patterns, empowered consumers

More information

Executive Summary. Process or Communicate? Agency or Direct? Efficiency or Effectiveness?

Executive Summary. Process or Communicate? Agency or Direct? Efficiency or Effectiveness? 01-01 02-02 03-03 04-04 05-07 08-10 11-15 16-17 18-18 Introduction Background Methodology Executive Summary Demographics Process or Communicate? Agency or Direct? Efficiency or Effectiveness? Summary CANDIDATE

More information

E-commerce for Publishers

E-commerce for Publishers E-commerce for Publishers A Simple Guide January 2007, updated December 2010 This guide is intended to provide basic information about supply chain e-commerce and to enable publishers to take advantage

More information

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING WWW.HSO.COM The rise of CRM and how it s transforming business interactions CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING Why customer loyalty pays dividends Delivering a personal experience Unsurprisingly,

More information

IBM Global Services Foundation Human Capital Management

IBM Global Services Foundation Human Capital Management IBM Global Services Foundation Human Capital Management The Human Capital Touch 2 Foundation Human Capital Management The Human Capital touch Efficiency. Flexibility. Responsiveness. Three qualities any

More information

Available Candidates April 2016

Available Candidates April 2016 Direct Marketing Available Candidates April 2016 1150527 Melbourne Skilled DM executive with experience in commercial and NFP. Solid commercial experience in customer relationship marketing conceptualising,

More information

How to plan marketing communications?

How to plan marketing communications? 10 Minute Guide How to plan marketing communications? Membership Services Moor Hall, Cookham Maidenhead Berkshire, SL6 9QH, UK Telephone: 01628 427500 www.cim.co.uk/marketingresources The Chartered Institute

More information

SINGLE DONOR VIEW FOR CRM SYSTEMS ESTABLISHING A COMPREHENSIVE VIEW OF DONOR INTERACTIONS ACROSS YOUR ORGANISATION

SINGLE DONOR VIEW FOR CRM SYSTEMS ESTABLISHING A COMPREHENSIVE VIEW OF DONOR INTERACTIONS ACROSS YOUR ORGANISATION SINGLE DONOR VIEW FOR CRM SYSTEMS ESTABLISHING A COMPREHENSIVE VIEW OF DONOR INTERACTIONS ACROSS YOUR ORGANISATION Why is Single Donor View important in a CRM environment? CRM is becoming more and more

More information

Procuring Penetration Testing Services

Procuring Penetration Testing Services Procuring Penetration Testing Services Introduction Organisations like yours have the evolving task of securing complex IT environments whilst delivering their business and brand objectives. The threat

More information

Shared Services Optimisation proposition

Shared Services Optimisation proposition Shared Services Optimisation proposition The concept of Shared Services started in the early 1990 s in the US, when large corporates were seeking a new, more cost efficient model for running back office

More information

Assistive Technology Service to support recruitment, retention and compliance

Assistive Technology Service to support recruitment, retention and compliance Assistive Technology Service the way we do it Assistive Technology Service to support recruitment, retention and compliance A Capgemini solution for building disability confidence in your organisation

More information

Communication and marketing services

Communication and marketing services Communication and marketing services Contents Creativity is contagious. Pass it on. Albert Einstein 4. How we can help you 6. Creative services 8. Digital services 10. Print management 12. Customer communications

More information

Worst practices in Marketing Operations

Worst practices in Marketing Operations Worst practices in Marketing Operations Key approaches for improving marketing effectiveness Simon Daniels Director, Marketing Operations Consulting Percassity Marketing Data Solutions is a marketing data

More information

Predictive Analytics for Donor Management

Predictive Analytics for Donor Management IBM Software Business Analytics IBM SPSS Predictive Analytics Predictive Analytics for Donor Management Predictive Analytics for Donor Management Contents 2 Overview 3 The challenges of donor management

More information

Getting better connected

Getting better connected Getting better connected Diane Sim presents the findings of Civil Society IT s third annual Charity CRM Software Survey Figure 1: What CRM software supplier do you use? Microsoft (Access, Excel, Outlook,

More information

QAS Batch - The Best Contact Database Management Solution

QAS Batch - The Best Contact Database Management Solution Is your contact database accurate and up to date? QAS for Leisure Is your contact database accurate and up to date? As the leisure industry continues to grow, so does the importance of ensuring the information

More information

E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty

E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty Lecture 8 E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty CRM Defined a combination of business process & technology that seeks to understand a company s customers from the perspective

More information

The Diamond Dozen: Your 12 point guide to success in selecting and implementing CRM

The Diamond Dozen: Your 12 point guide to success in selecting and implementing CRM The Diamond Dozen: Your 12 point guide to success in selecting and implementing CRM Maximizer Software Ltd July 2010 Introduction For more than 25 years Customer Relationship Management (CRM) systems have

More information

IT Services. Capita Private Cloud. Cloud potential unleashed

IT Services. Capita Private Cloud. Cloud potential unleashed IT Services Capita Private Cloud Cloud potential unleashed Cloud computing at its best Cloud is fast becoming an integral part of every IT strategy. It reduces cost and complexity, whilst bringing freedom,

More information

Chapter 8 Charitable giving

Chapter 8 Charitable giving The UK Voluntary Sector Almanac 2006 Charitable giving Chapter 8 Charitable giving Highlights Charitable giving by individuals was estimated to be worth 8.2 billion in 2004/05. The average monthly donation

More information

Unlocking growth opportunities with Big Data

Unlocking growth opportunities with Big Data insurance services Unlocking growth opportunities with Big Data The staggering growth in the use of digital and social channels means the potential for partners to exploit Big Data is growing all the time.

More information

CASE STUDY: UTILISING E-BUSINESS TECHNOLOGIES FOR MARKETING SUPPORT IN THE CE INDUSTRY

CASE STUDY: UTILISING E-BUSINESS TECHNOLOGIES FOR MARKETING SUPPORT IN THE CE INDUSTRY e-business W@tch European Commission, DG Enterprise & Industry E-mail: entr-innov-ict-ebiz@ec.europa.eu, info@ebusiness-watch.org This document is based on sector studies, special reports or other publications

More information

CORPORATE SOCIAL INVESTMENT POLICY

CORPORATE SOCIAL INVESTMENT POLICY UCL COMPANY (PTY) LTD CORPORATE SOCIAL INVESTMENT POLICY GROUP GUIDELINES ALL OPERATING DIVISIONS AND SUBSIDIARIES DATE OF IMPLEMENTATION: DATE SIGNED BY GENERAL MANAGER CHIEF EXECUTIVE OFFICER DATE C:\Users\loves\Documents\Corporate

More information

HW Fisher & Company A guide to our services

HW Fisher & Company A guide to our services HW Fisher & Company A guide to our services Working with you... Everything we do is designed to meet the needs of our clients, helping them to grow and prosper in their marketplace. We work in partnership

More information

Fitness First. Customer Engagement: Overview. Case Study

Fitness First. Customer Engagement: Overview. Case Study Customer Engagement: Fitness First Overview Company Fitness First is a leading fitness brand Challenge To maximise the effectiveness of its marketing, Fitness First needed to turn raw customer data into

More information

Power your customer journeys with the leading 1:1 digital marketing platform. 5 Things You Should Know about the ExactTarget Marketing Cloud

Power your customer journeys with the leading 1:1 digital marketing platform. 5 Things You Should Know about the ExactTarget Marketing Cloud 5 Things You Should Know about the ExactTarget Marketing Cloud Power your customer journeys with the leading 1:1 digital marketing platform 1 5 Things You Should Know about the ExactTarget Marketing Cloud

More information

RISQS FAQs. About RISQS. services provided by

RISQS FAQs. About RISQS. services provided by services provided by RISQS FAQs About RISQS RISQS, formerly known as Achilles Link-up, supports the GB Rail industry in the management of supply chain risk. The scheme has been developed to provide a service

More information

Focusing on you. Focusing on the future.

Focusing on you. Focusing on the future. Focusing on you. Focusing on the future. Talk to JAM now on 0800 211 8877 www.jamrecruitment.co.uk Powerful RPO solutions from JAM Recruitment Future Great recruitment is incredibly powerful. It can change

More information

Making a difference together: Children England

Making a difference together: Children England Membership Making a difference together: Children England What our members say An essential membership for any third sector organisation working directly or indirectly with children, young people and families.

More information

Community & Events Fundraising Manager. 35 (out of hours work is likely to be required)

Community & Events Fundraising Manager. 35 (out of hours work is likely to be required) JOB DESCRIPTION Job Title: Reporting to: Location: Travelling Requirements: Transportation Requirements: Contracted Hours: Referencing Requirements: Registration Requirements: Community & Events Fundraising

More information

Introduction to Customer Relationship Management (CRM) Systems

Introduction to Customer Relationship Management (CRM) Systems Introduction to Customer Relationship Management (CRM) Systems CRM systems give organisations the technology and business processes to easily identify, acquire and retain profitable clients. CRM applications

More information

Succession Solutions. Voice over IP enabled Meridian

Succession Solutions. Voice over IP enabled Meridian Succession Solutions Voice over IP enabled Meridian Evolution with Continuity With Nortel Networks Succession Internet-enabled Solutions for Meridian, you can evolve to Internet Telephony at a pace in

More information

CIO s Corner: Practical ERP Justification, Selection and Deployment. August 2011. Interview and Case Study

CIO s Corner: Practical ERP Justification, Selection and Deployment. August 2011. Interview and Case Study CIO s Corner: Practical ERP Justification, Selection and Deployment. August 2011 Interview and Case Study Insert: Ashwin Ram, General Manager IT, Australand Most companies need an ERP system to run their

More information

LEAD NURTURING STRATEGY WHITE PAPER. November 2013

LEAD NURTURING STRATEGY WHITE PAPER. November 2013 LEAD NURTURING STRATEGY WHITE PAPER November 2013 TABLE OF CONTENTS 1. EXECUTIVE SUMMARY 2. INTRODUCTION 3. WHAT IS LEAD NURTURING? 4. OUTLINING AN EFFICIENT LEAD NURTURING STRATEGY 4.1. BUYER PERSONA

More information

CORPORATE PHILANTHROPY. Achieving integrated social purpose

CORPORATE PHILANTHROPY. Achieving integrated social purpose CORPORATE PHILANTHROPY Achieving integrated social purpose Corporate philanthropy: integrating social purpose into business Harnessing the power of capital to support what we most value is critical for

More information

Targeted Marketing Effectiveness with the Sage 200 Suite

Targeted Marketing Effectiveness with the Sage 200 Suite Targeted Marketing Effectiveness with the Sage 200 Suite Gaining a deeper understanding of your customers and their buying behaviour is critical in today s competitive marketplace. The Sage 200 Suite provides

More information

Clear Innovation Sectors & Divisions

Clear Innovation Sectors & Divisions Clear Innovation Sectors & Divisions An Introduction to Centerprise International Centerprise International Ltd, Hampshire International Business Park, Lime Tree Way, Basingstoke, Hampshire, RG24 8GQ 01256

More information

Service Definition Document Microsoft Dynamics CRM Training

Service Definition Document Microsoft Dynamics CRM Training Service Definition Document Microsoft Dynamics CRM Training Date: 1 April 2014 Issued by: Matt Broomhall Head of Sales and Marketing Y: Name Tisski Limited: +44 (0) 203 418 0411 E: matt.broomhall@tisski.com

More information

Sage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial

Sage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial Sage CRM Sage CRM v7.1 Cloud sagecrm.com/trial Sage CRM provides your business with a complete view of prospect and customer interactions, enabling effective communication throughout the organisation.

More information

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM 35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM Achieving Growth Targets 1. Managing Sales Goals Sales teams need to know how they re performing in comparison to their sales goals. Are

More information

CUSTOMER RELATIONSHIP MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT 3-02-70 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT Ken Liang and Houston H. Carr INSIDE Customer Relationship Management; Information Technology and CRM;

More information

Analytics software solutions: worldwide forecast 2014 2018

Analytics software solutions: worldwide forecast 2014 2018 Research Forecast Report Analytics software solutions: worldwide forecast 2014 2018 September 2014 Justin van der Lande and Atul Arora 2 Contents Slide no. 5. Executive summary 6. Capsule summary: analytics

More information

There s More to Sterling

There s More to Sterling There s More to Sterling Sterling Insurance Group Contents About Us Our Culture and Values Our Customers and Clients Our Products Our Services Don t Take Our Word For It 5 7 9 11 13 15 2 There s More to

More information

Channel Partner brochure

Channel Partner brochure Channel Partner brochure Find out How the CorPeuM opportunity can put power behind your Business with a brand new approach on corporate Performance Management. Memorandum 1. 1 Our Guiding Principles Our

More information

January 2016. Communications Manager: Information for Candidates

January 2016. Communications Manager: Information for Candidates January 2016 Communications Manager: Information for Candidates Thank you for expressing interest in the role of Communications Manager. We have compiled this information pack to tell you more about The

More information

Shared service centres

Shared service centres Report by the Comptroller and Auditor General Cabinet Office Shared service centres HC 16 SESSION 2016-17 20 MAY 2016 4 Key facts Shared service centres Key facts 90m estimated savings made to date by

More information

This role is available immediately to internal candidates at the University of Leeds for a fixed term contract to 31 July 2016.

This role is available immediately to internal candidates at the University of Leeds for a fixed term contract to 31 July 2016. Corporate Services IT ITSM Service Solutions Administrator This role is available immediately to internal candidates at the University of Leeds for a fixed term contract to 31 July 2016. Working within

More information

Future focused cloud solutions from the Access Group

Future focused cloud solutions from the Access Group Brought to you by Access Group Future focused cloud solutions from the Access Group A guide to driving agility for Access Supply Chain customers accessacloud.com Future focused cloud solutions from the

More information

How To Understand The Role Of A Crom System

How To Understand The Role Of A Crom System May 2012 The promise of CRM Type the words Promise of CRM into Google and you ll find that industry experts have been bemoaning CRM s failure to deliver on its promises for more than a decade. And yet,

More information

The Theatres Trust. Records Assistant. Background Information

The Theatres Trust. Records Assistant. Background Information The Theatres Trust Records Assistant Background Information The Theatres Trust is an Advisory Arms Length Body of the DCMS. We were established by The Theatres Trust Act 1976 and The Theatres Trust (Scotland)

More information

E-retailing Project. E-retailing - An Exciting Opportunity for the Logistics Sector

E-retailing Project. E-retailing - An Exciting Opportunity for the Logistics Sector E-retailing Project E-retailing - An Exciting Opportunity for the Logistics Sector May 2012 Goodman E retailing Research Report About Transport Intelligence Headquartered in the UK, Ti is one of the world

More information