Gartner: CRM Spending to Reach $76.3 Billion in 2005
Gartner says it will help map essential CRM business strategies at its CRM Spring Summit 2001.STAMFORD, CT--Worldwide customer relationship management (CRM) spending will reach $76.3 billion in 2005, up from $23 billion in 2000, according to Gartner, Inc. The firm's analysts say that to be successful in business, a CRM strategy is essential and executives must understand and leverage technologies across all customer channels.
At its CRM Spring Summit 2001, being held March 19 - 21 at the Chicago Marriott Downtown, Gartner says analysts will discuss their latest research and outlook for CRM in order to help executives create and execute successful CRM business strategies.
"Customer loyalty has always been valuable, but today it is vital for success," said Rob DeSisto, Gartner vice president. "CRM is a business strategy and any notion of applying technology to customer relationships will fail unless business executives understand clearly the key decisions they must make."
The keynote speaker will be Fred Reichheld, author and Bain and Company fellow. According to Gartner, he will discuss how the Internet has changed the rules of loyalty. Reichheld is the author of "The Loyalty Effect."