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Report on the impact of Customer Relationship Management on Careers IAG settings

Report, by Liane Hambly, outlines the findings of a study into the impact of Customer Relationship Management (CRM) on the quality of the customer relationship and service provided in a career information and guidance setting. The study took place in one of the 11 Next Step regions in England during the period October 2010 to June 2011.

Excerpts from Service or Disservice? An investigation into the impact of Customer Relationship Management (CRM) on service delivery in the Adult Careers Service in England can be downloaded. An executive summary is also available.

Mon 19 Sep 2011, 15:56 | Tags: research, customer relationship management, CRM