UK customers get nine wishes

A survey of 800 companies has revealed UK Plc's nine key requirements for looking after its customers.

The customer relationship management (CRM) wish list, compiled in consultation with the likes of the Royal Bank of Scotland, ITV Digital and Cognos, is a clear declaration of British companies' intention to improve performance in this area.

And it gives CRM solutions vendors an insight into what they must do to meet that intention.

• An improvement in levels of service, including more innovative and inventive CRM solutions
• A reduction in service costs
• A narrowing of the gap between supply and demand of customer assistance
• Systems that can be deployed throughout the company in any location
• Systems that are designed to fit smoothly into different business processes within an organisation
• Browser-based technology available by internet or intranet at any time on any device
• 24/7 self-service facilities for customers who wish to help themselves
• Global systems that can be deployed anywhere, in any language or culture
• Systems that have measurable return on investment, especially in terms of happier and more satisfied customers.

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