Just over half of surveyed consumers discontinued doing business with a company because they were uncomfortable with their privacy protection, a report from Accenture found. The November 2003 survey of 570 individuals that mixed business marketing executives, privacy officers and…
Corporations will continue to make efforts to please their customers, as research from Aberdeen Group forecasts worldwide CRM spending to exhibit moderate, yet steady, growth in the coming years. Aberdeen estimates 2002’s spending of $13.7 billion to swell to $17.7…
It pays for online banks to deploy effective customer relationship strategies since satisfied consumers are 50 percent more likely to recommend their bank’s Web site and 19 percent more likely to purchase additional services, according to a Summer 2003 study…
Online customer service has not met expectations, according to findings from Jupiter Research (a unit of this site’s corporate parent), but projections of increased CRM spending through 2003 may aid the market — and ultimately, the customers. Jupiter’s 2003 report…
Customer relationship management solutions are gathering dust as Gartner, Inc. found in a December 2002 survey of 631 companies that nearly 42 percent of the total number of software licenses bought by businesses go unused. Furthermore, mounting maintenance fees contribute…
Small- and medium-sized U.S. businesses (SMB) are outgrowing simple applications, such as homemade lists and databases, and adopting more sophisticated automation software to manage sales, customers, inventory, and other business processes. Research from Access Markets International (AMI) Partners, Inc. indicates…
Three years worth of data, 37 countries, 42,000 interviews, and the results can be summarized rather quickly: While global Internet usage has grown slightly (up from 31 percent in 2001 to 34 percent in 2002), the proportion of users making…
Customer relationship management (CRM) solutions can prove to be invaluable to an enterprise — but only when used properly. Ongoing CRM analysis from Frost & Sullivan revealed that even though many companies have taken the external step of furnishing the…
How enamored companies are with CRM apparently lies within the definition. Customer relationship management is a broad term, encompassing everything from call center routers to complex analytics, and budget allocations and deployments could very well depend on individual interpretation. In…
The worldwide customer relationship management (CRM) services market is expected to rise as much as 15 percent in 2002, according to Dataquest Inc., a unit of Gartner, Inc. Spending in the sector has been steadily increasing — $19.9 billion in…