CRM: Providing a happy customer experience
CRM is no longer just about lead management. It's about putting customer experience at the core of the business. Deirdre Cashion reports.
According to recent figures from the CSO's Information Society Statistics report for enterprise, just 32 per cent of organisations are currently using Customer Relationship Management (CRM) tools to manage client activity. Given the relative maturity of the technology - CRM has been around in one guise or another since the 1980s - this is perhaps a surprisingly low figure.
But is the current economic downturn prompting organisations to take a fresh look at ...
