The independent management consulting practice Outsourcing Insight is expanding its UK operation with the launch of a new division – CRM Insight.
The new division promises not only to help clients define customer management goals and to establish a CRM strategy, but to find the right technology partners to deliver the solution. It also offers to ensure that CRM implementations stay on track and deliver a measurable return on investment.
Gary Hancock, who will head the new division, was until recently CRM programme director at EDS, the major IT corporations. There, he was responsible for leading the implementation of a new CRM platform for General Motors Europe.
Prior to EDS Hancock was planning director at direct marketing agency Hamilton Wright. Clients he worked with there included NatWest, Van den Bergh Foods, Volvo and Page & Moy.
Hancock’s experience includes a number of client and direct marketing agency businesses including Wunderman Cato Johnson (now Impiric), where he led the development of relationship marketing and customer loyalty programmes for Ford Motor Company.
Chairman of Outsourcing Insight, Mike Havard, believes the range and complexity of CRM solutions offered by marketing services companies often overwhelms clients. “Clients have been held over a barrel for far too long by suppliers who promise the CRM equivalent of the Holy Grail,” said Havard.
“There is a business imperative to improve customer communication and management with a clear focus on provising a return on that investment. The time is right for a consultancy like CRM Insight, to help clients to evaluate which suppliers really can delivery and what practical steps should be deployed to realise sensible and achievable aims for the CRM strategy.”
CRM Insight is already working with clients in the healthcare and utilities sectors.
About Outsourcing Insight
Outsourcing Insight was launched in autumn 1999. It has a strong client portfolio across the commercial and public sectors including Powergen, UK government, Virgin Direct, The Prudential and BT.