Archives for February 27th, 2002

CONSULTING CONSUMERS WINS PRIZES

Headlines, PublicNet: 27 February, 2002

A strong relationship with the customer appears to be the hallmark of a successful public service, according to the evidence emerging from this year’s Charter Mark awards.In all cases the winners have consulted those directly involved about the service provided. In all, 698 public service departments and organisations have been awarded a Charter Mark this year, representing services across the public sector.

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PUBLIC SERVICE PRODUCTIVITY

Headlines, PublicNet: 27 February, 2002

Public service staff are essential to the continued improvement of public services, according to a Public Services Productivity Panel (PSPP) report published by the Treasury.The report was prepared for the PSPP by Sir Andrew Foster, Controller at the Audit Commission, Greg Parston from the Office for Public Management and John Smith, Finance Director at the BBC.

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CUSTOMER RELATIONSHIP MANAGEMENT – BLIND ALLEY OR THE WAY FORWARD

Abstracts, PublicNet: 27 February, 2002

White Paper by Armstrong Laing GroupThis White Paper examines the reasons why some local authorities fail to gain benefit from adopting customer relationship management and explores remedies. A fundamental weakness is often that too little groundwork is done before CRM is launched. Failure to do an activity based cost analysis is highlighted as a particular problem. Without accurate financial information about customers it is not possible to devise a robust CRM strategy, because it is this information that reveals which customers should be targeted and where the marketing budget should spent.

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