Remedy Corporation has launched of an innovative new research initiative in partnership with Cambridge University and IDC, in a bid to bring clarity to a “deeply confused” CRM marketplace.
The programme is a response to managers and directors who feel they lack the bandwidth to research every business issue, and are looking for informed opinion to reduce risk. The papers include case studies, empirical research, and new understanding of customer needs and behaviour.
Cambridge University’s research department cites the following as its research aims for businesses:
• to challenge conventional wisdom and advance knowledge with innovative thinking; Identify ways to improve business performance
• to develop theory and methodology.
Researchers from IDC, Cambridge University and the Massachusetts Institute of Technology (MIT), are looking closely at the rationale and return on investment from CRM projects including customer service, personalisation, using mobile technologies, email management and web architectures, in Telcos, Finance, Government, Utilities and Commerce.
This research will address anticipating customer needs, beating customer expectations, creating client loyalty and driving profitability.
“Our researchers are addressing increasing challenges of managing customer relationships,” said Chris Hill, Remedy’s European director of marketing. “Such as; how do I protect my customer base from predatory competition? and, how do I gain share in a nervous market?
“This is a holistic programme, looking at the relationship between sales, marketing and service and the multiple touch points so that businesses really understand how to rise to the challenge of managing customer relationships.
“Our overall purpose is to bring businesses clarity by working with Cambridge University and IDC to identify how organisations can meet their customers’ objectives in the service sector, and so implement the solutions that will gain and retain their long-term loyalty.”
About Remedy Corporation
Remedy is a leading supplier of IT service management (ITSM) and CRM solutions, with customers using its products at more than 10,000 sites.