White Papers

  • Jul 31, 2003 | Cayenta, Inc.
    For the past few years there has been lively conversation in the industry regarding CIS solutions and what the future should and will look like.
  • Jul 31, 2003 | Cayenta, Inc.
    Why are we here? This is a question you would expect to hear in a college philosophy course, but not if you were attending a conference on CIS. But before you dismiss the question as absurd, I think you should ask yourself: Why did I come to this show?
  • Jul 31, 2003 | Accenture
    While most executives recognize that effective marketing is a critical driver of success, it is also true that marketing investments are exceptionally vulnerable during cyclical downturns. On the surface, this is because marketing activities can be cut back for limited periods of time without...
  • Jul 31, 2003 | Accenture
    From the first push into what is now known as customer relationship management (CRM) to today, strategic goals have rarely driven CRM initiatives. Instead, as companies rushed to realize the benefits, CRM efforts were typically characterized by an ad hoc, tactical approach lacking an...
  • Jul 31, 2003 | Accenture
    Today, the typical sales organization faces steep challenges to bringing in new business. A weakened economy and uncertainty about when times will improve have made sales harder to close and heightened competition in many market sectors.
  • Jul 31, 2003 | Accenture
    This study, Customer Relationship Management: A Blueprint for Government asks these questions and more. We probed the attitudes and practices of government leaders at both the strategy and operational level, in eleven countries from around the world, and across four intensely customer-focused...
  • Jul 31, 2003 | Accenture
    Our second finding is that value is now driving eGovernment visions. Leading governments are emphasizing the need for their eGovernment programs to deliver an earlier return on their investment, through greater service effectiveness for their customers or increased internal efficiency.
  • Jul 31, 2003 | Accenture
    Most companies need to rethink their basic assumptions about how sales and service programs are designed, funded and managed. And as they transform customer care, their mantra must be: All customers are not created equal.
  • Jul 31, 2003 | Accenture
    Many companies have discovered that adopting the right CRM capabilities—and generating significant benefits from those investments—are not as easy as they first thought. In fact, market observers quote failure rates as high as 60 percent for recently completed CRM projects.
  • Jul 31, 2003 | Accenture
    Few would question the importance to the CEO agenda of strengthening customer relationships. Thousands of companies, in fact, have embraced customer relationship management concepts and technologies during the past decade, often creating significant benefits. Unfortunately, as a number of...