When the economy slows, consumers become more discerning. As a result marketers need fight harder and smarter to gain advantage over their competitors. A recent survey on CRM (defined as a technological investment) from Gartner showed a 14% increase in spending year over year.
North America remains the largest market for CRM software, accounting for $4.3 billion in revenue in 2007 and projected to reach $7.6 billion in 2012. The strongest growth will come from Asia/Pacific markets, where revenue is forecast to rise from $410 million last year to $840 million in 2012.
Enhancing the customer experience is the key differentiator...
Friday, 2 May 2008
Customer Centricity in Uncertain Times
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2 comments:
The survey novice needs to collect real and useful information about customer survey needs or perceptions -- or research other groups of interest such as employees. The addsurveys introduces theories and concepts, but always with a focus on practical application.
Indeed ... but what does being 'customer centric' really mean??
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