CRM To Lead Market For Analytical Applications: Page 2

By Michael Pastore Feedback

Previous | Page 2 of 2 | 1 2

most sophisticated CRM business model is Relationship Optimizer. These companies, of which there are relatively few, typically provide special treatment to high-value customers, synchronize their channels, and collaborate with customers on design and delivery of products and services.

Cap Gemini Ernst & Young's CRM study further analyzed data by different industries including high technology, financial services, telecommunications, retail/consumer products, utilities/energy and entertainment/hospitality.

Key highlights from this analysis include:

Consumer packaged goods and utilities companies lag the market in CRM performance.

The entertainment/hospitality industry has the most Relationship Optimizers (17 percent).

Eighty-one percent of high technology companies are Customer Satisfiers.

Forty-two percent of telecom companies have not completed any CRM efforts in the past two years.

Originally appeared in CyberAtlas.

This article was originally published on January 26, 2001

Previous | Page 2 of 2 | 1 2

CRM To Lead Market For Analytical Applications: Page 2

Related Articles