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Robyn Greenspan

Perceptions of Trust

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…

Moderate, Steady CRM Growth Through 2006

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…

E-Bank Customers Less Satisfied

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…

License To Waste

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…

SMBs Adopt Automation Apps

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…

E-Shopping Around the World

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…

CRM Needs a Team to Succeed

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…

To CRM or Not CRM?

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…

CRM Spending on the Upswing

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…