|
 Customer Relationship Management (June 2001) Summary
Clients' interest in customer relationship management is simmering rather than bubbling, according to our latest research.
Even so, online channels are attracting investment, and our survey shows companies are thinking not just about winning or retaining customers, but about selling more and higher-value products and services.
This focus on quality over quantity shows some consultant messages are getting through.
Elsewhere, waxing lyrical, Chris Maxwell of Charteris paints a picture of CRM seminars springing up like toadstools on a damp summer morning: there is too much hot air, and not enough practical focus, he says.
Stewart Walker of Softlab also advises consultants to focus on practical delivery mechanisms, to combat growing concern about consultancy costs in the CRM area, while Steve Downton believes that consultants need to tackle the lack of differentiation between established CRM packages.
Consultants' Advisory 2001
Copyright © 2001 |
 |
| 
