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Jupiter Predicts Rise in CRM Spending

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Posted June 27, 2001 By EnterpriseAppsToday.com Staff     Feedback

Research from Internet analysts Jupiter Media Metrix reveals that 74 percent of businesses will spend more money on CRM infrastructure in 2001 than they did in 2000 — most increasing spending by 25 to 50 percent.

by eCRMGuide.com Staff

Research from Internet analysts Jupiter Media Metrix reveals that 74 percent of businesses will spend more money on customer relationship management (CRM) infrastructure in 2001 than they did in 2000 — most increasing spending by 25 to 50 percent. Those seeking online customer service will go from 33 million in 2001 to 67 million in 2005, making CRM spending a wise investment for e-businesses. However, CRM solutions can only be truly effective if they are implemented across all channels and not limited to the Internet.

"Although the current state of the economy is causing companies to cut costs in many areas of their businesses, customers still expect the same level of service," said David Daniels, analyst, Jupiter Media Metrix. "Customer satisfaction has always been a key metric for positive financial results. Businesses must not make CRM investments only to keep pace with the growth — they should view their CRM spending as a strategic benefit that will bring higher levels of customer satisfaction and retention."

Various Jupiter CRM research surveys have also discovered:

Other critical findings of Jupiter's latest CRM research will be evident during "Connecting with Consumers," August 20-21 in Las Vegas — a four-day CRM conference. The forum will focus on identifying the elements that online customers care about most; developing metrics to value customer relationships; and creating targeting strategies. A follow-up showcase August 22-23 titled "Consumer-Centric Operations" will explore integrating online and offline service channels; evaluating new technology and service offerings; and developing metrics to benchmark your efforts.

Headquartered in New York City and operating worldwide, Jupiter Media Metrix delivers Internet and new technology analysis and measurement. Jupiter Media Metrix brands include Media Metrix, AdRelevance, Jupiter Research and Jupiter Events

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