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By Michael Pastore     Feedback 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

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