Trends and Analysis in CRM Technology

The failure of CRM systems to achieve expected results has been highly publicised. This report looks at IT and CRM in terms of achieving these seemingly elusive business goals and discusses all stages involved in building a robust long-term solution. It also identifies how to build on an existing CRM strategy or systems to ensure that it continues to offer competitive advantage. Informa's large-scale consumer and industry survey, IT in CRM 2002, offers insight into the thoughts and opinions of those who influence the success of the CRM strategy - customers. This volume includes a summary of the IT in CRM 2002 survey and research findings to help you to understand what is happening in the industry and what the future holds. It also offers an overview of current uses of IT in CRM and strategies for improvement, as well as providing case studies of market leaders' strategies.