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…
The travel industry is going to have to step up its customer service efforts to regain consumer trust, according to a Consumer Survey from Jupiter Media Metrix. Respondents ranked travel (49 percent) the top retail category in which customer service…
There’s no better marketplace than the Internet. If you need authentic Polish cucumbers in brine, a fender for your 1972 Pontiac Catalina, genuine tartan blankets from Scotland, an out-of-print novel, or a love connection, you’re likely to find it somewhere…
Tipper Tie, Inc. and Canada Post Corp. were the recipients of CRM Excellence Awards presented at the Gartner CRM Summit in Chicago, March 4-6, 2002. The recognition is awarded to companies for outstanding CRM initiatives including the overall vision, strategy…
Gathering customer information and building databases are valuable components in e-business, but if you’re not using the data properly it’s worthless. Comprehensive analysis requires a lot of time, and often, the assistance of an expert but if you aren’t ready…