News: Customer Service/Care
Staff training and new software benefits ICM
25 February 2008
Business-availability specialist ICM has reportedly seen a 50 per cent increase in new business opportunities during the past 18 months after changing its marketing structure.
Training was given to the company's marketing department and UK-based TEEC, a CDC Software partner implemented CDC MarketFirst software to improve management of marketing campaigns.
ICM's marketing department's activities had been managed manually using lists entered onto spreadsheets, making it difficult to focus on campaigns.
Since the staff training and implementation of the software the company has been able communicate both methodically and efficiently.
Erick Mackay, group marketing director at ICM, said: "The bottom line is we can do more campaigns than ever before, and we found it to be practical to do smaller, more targeted campaigns, too."
Meanwhile Frances O'Grady, deputy secretary general at the Trades Union Congress, recently claimed that employers often do not recognise the value of staff training.
