eCentric Media Best Practice White Paper               Critical CRM Decisions - Choosing Your CRM Systems Integration Specialist   Also Available In PDF                                                                                            Print-Friendly Version                                                                        [Page Seven]

 About The Author

 Nick Holt is a practicing CRM consultant working in the Call Centre Industry specialising in product suites
 such as Chordiant and Ab Initio CRM solutions. With over 15 years experience of the IT industry, he has
 provided consultancy to government organisations, software vendors, direct marketing firms, the banking
 sector and several major blue-chip media corporations such as the BBC and BSkyB.

 He co-founded eCentric Media, a financially independent specialist CRM Systems Integration Consultancy
 in 2000.

Footnotes

 1.  CRM Projects: A Framework for success

 2.  Gartner Group, 2000

 3.  Gartner Group, 2005 prediction

 4.  Joint research: Crmguru.com, Mangen Research Associates & Caribou Lake Customer-1

 5.  Why CRM Projects Fail: Common Strategic & Tactical Mistakes

 6.  Gartner Group

 7.  Are CRM Consultants Objective?

 8.  Figures as at 2003

 9.  Gartner Group – Nov 2000

 10. Don’t skimp: CRM integration is integral

Bibliography and Further Reading

 Investment Return Optimization: The New CRM Frontier, Akibia Consulting

 CRM Projects: A Framework For Success, IT Toolbox, 26 July 2001, Chiranjeev Bordoloi

 Successful CRM Hinges On Data Quality, Destination CRM, 30 April 2002, Jeffrey Canter

 The Top 10 Reasons CRM Projects Fail, IT Toolbox, 10 February 2001, CGI

 Why CRM Projects Fail, Zen & Art, Rajiv Chaudhry

 Repairing The CRM Link, Computer Weekly, 19 September 2002, Computer Weekly

 Death By CRM, TempWorks Software Inc, Gregg Dougarian

 CRM solutions – Maximising Customer Relationship Opportunities, Edenbrook Solutions Ltd

 CRM: Why Companies Are Still On A Learning Curve, Computing, 19 Aug 2004, Cath Everett

 Gartner, Nov 2000

 CRM’s Weakest Link: Data Quality, Business Intelligence, Bill Hobbib

 Don’t Skimp: CRM Integration Is Integral, Search CRM, 18 November 2002, Jen Hubley

 CRM Failures: Don’t Blame The Tools, ZDNet, 18 December 2002, Adrian Mello

 Future CRM, CRM Project, 2003, META Group

 In Which Ways Can A Consulting Firm Assist An Enterprise In Implementing CRM?, CRM Today,
 Jacqueline Morgan

 Why CRM Projects Fail, Intelligent Enterprise Asia, 1 July 2001, Leong Khay Mun

 Are CRM Consultants Objective?, Destination CRM, 01 April 2003, Erika Rasmusson

 Why CRM Projects Fail – Common Strategic And Tactical Mistakes, DM Review, 28 January 2003,
 Doug Tanoury & Kit Ireland



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