Aberdeen Study Identifies European Success Stories in CRM; 'What Works?' Report Shows CRM Returning Real Benefits to Customers Across Industries.Business/Technology Editors BOSTON--(BUSINESS WIRE)--Feb. 25, 2002 Aberdeen Group Aberdeen Group is a provider of business-related research services. It has its headquarters in Boston, Massachusetts and belongs to the Harte-Hanks group. Founded in 1988, Aberdeen's research is used by over 2. , a leading IT market analysis and positioning services firm, today identified Europe's most successful Customer Relationship Management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) projects in its latest "What Works?" Report. The best practice report, "What Works in Europe: Success Stories in Customer Relationship Management", provides 12 in-depth case studies of Europe's most successful CRM implementations. "We asked, "What works in the real world and why?" because we wanted to show that CRM is a powerful tool if implemented in the right way," says Ute Appenzeller, Aberdeen research analyst and report editor. "The experiences of these companies show that Europe has moved well beyond the early-adopter stage, with health care, automotive, and utilities sectors all deploying CRM systems." "What Works in Europe: Success Stories in Customer Relationship Management" takes a case study approach to providing that information. The report provides examples of excellence in CRM implementations. It contains a mosaic of industries, companies, vendors, business problems, and solution approaches and disregards conventional vendor-oriented yardsticks such as size, market share, and vertical industry. Success stories include: Avis with eWare; Britain's largest private health organization, BUPA BUPA n abbr (= British United Provident Association) → seguro médico privado with Point Information Systems; British American Tobacco British American Tobacco Plc (LSE: BATS, AMEX: BTI, KLSE: BAT) is the second largest listed tobacco company in the world. It is based in London, England and is a constituent of the FTSE 100 Index with a market capitalisation of over £29 billion as of June 2005. with CapGemini Ernst & Young and Ciberion; Dutch Insurer FTBO with DataDistilleries; Heineken with Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. ; HSBC HSBC Hongkong and Shanghai Banking Corporation HSBC Humane Society of Broward County (Florida) HSBC Humane Society of Bay County (Bay County, Michigan) with Amacis; Ericsson with Tacton; Legato with FrontRange; Swiss Luzemer Kantonalbank with Uniquare; German utility provider Schleswag AG with Applix; British car dealership This article is about car dealerships. For the indie pop band, see Dealership (band). A car dealership or vehicle local distribution is a business that sells new cars and/or used cars at the retail level, based on a dealership contract with an automaker or group Sytner with Logica; and British health insurance provider WPA WPA: see Work Projects Administration. WPA in full Works Progress Administration later (1939–43) Work Projects Administration U.S. work program for the unemployed. with Native Minds. The case studies are based on in-depth research of CRM suppliers, system integrators, customers, and implementation strategies. Along with CRM market information, the report illustrates European acceptance of CRM, vertical market orientation, and some innovative solutions on implementing CRM on a large scale. "Far from de-focusing on these type of customer driven technology projects, companies in Europe are finding real value in CRM software on the ground extremely quickly," said Ute Appenzeller, "British American Tobacco, for example is now in a position to roll-out a full Siebel system in nine months because of its joint venture with Cap Gemini Ernst&Young." For more information about "What Works in Europe: Success Stories in Customer Relationship Management CRM" visit www.aberdeen.com or call (800) 577-7891/+1 617 623 7890. For more information about Aberdeen's Customer Relationship Management practice in Europe, contact Ute Appenzeller at appenzeller@aberdeen.com at +31 23 568 4736 or Jon Lonsdale/Billy Hamilton-Stent at Octopus Communications on + 44 1753 672 755. About Aberdeen Since 1988, Aberdeen has been a leader in providing market analysis and positioning services that help business technology suppliers meet the challenge of establishing leadership in fast-changing markets. Aberdeen is headquartered in Boston, MA, and has research divisions in Palo Alto Palo Alto, city, California Palo Alto (păl`ō ăl`tō), city (1990 pop. 55,900), Santa Clara co., W Calif.; inc. 1894. Although primarily residential, Palo Alto has aerospace, electronics, and advanced research industries. , CA; Fort Collins, CO; and Amsterdam, the Netherlands. Aberdeen is accessible via the Web at www.aberdeen.com. |
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