Seventy-Four Percent Of Companies Will Increase Spending On
Customer Service Despite Economic Downturn, Reports Jupiter Media Metrix
NEW
YORK, June 26, 2001 - / Jupiter Media Metrix /
-
Jupiter Media Metrix, the global leader in
Internet and new technology analysis and measurement, today reports that 74
percent of businesses will spend more money on CRM infrastructure in 2001 than
they did in 2000—with a majority committing to increasing their spending by
as much as 25 percent to 50 percent. New Jupiter CRM research reveals that
businesses are wise for making these investments, despite the current economic
downturn, because the number of individuals seeking online customer service will
jump from 33 million in 2001 to 67 million in 2005. Jupiter analysts warn,
however, that companies investing in online-only solutions will fail to advance
customer satisfaction because they will not build a consistent customer
experience across all channels.
"Although the current state of the economy is causing companies
to cut costs in many areas of their businesses, customers still expect the same
level of service," said David Daniels, analyst, Jupiter Media Metrix. "Customer
satisfaction has always been a key metric for positive financial results.
Businesses must not make CRM investments only to keep pace with growth—they
should view their CRM spending as a strategic benefit that will bring higher
levels of customer satisfaction and retention."
Key findings and forward-looking analysis from the latest Jupiter CRM
research—which will be discussed in further detail August 20-21 during the "Connecting
With Consumers" showcase at the four-day Jupiter CRM Forum in Las Vegas—include
...click for more
info
Gartner Survey Shows Retailers Identify CRM as Their Top
Strategic Initiative for 2001
STAMFORD,
Conn., June 18, 2001 - / Gartner /
- Retailers
consider CRM to be a critical business initiative in 2001, but few retailers
will implement these strategies, according to a recent survey by
Gartner, Inc. Gartner surveyed 56
retailers in December 2000 and asked them their business priorities for 2001. A
total of 52 percent of the respondents rated CRM as their highest business
priority. A total of 43 percent of the retailers saw CRM as a moderate business
priority, and 5 percent of the retailers rated CRM as a low priority.
While
most retailers consider CRM to be an important business strategy, only 34
percent of the respondents acknowledge deploying a CRM initiative.
Carol Ferrara-Zarb, research director for Gartner's CRM research
group, said "Retailers that fall into the trap of thinking they can
accomplish CRM based solely on technology will fail. Retailers that succeed
in CRM will be those that evaluate their processes in light of customer
expectations, honestly assessing their strengths and weaknesses, then rebuild
them based on what their customers want."
Gartner has identified
five key initiatives that CRM-focused market leaders in the retail industry will
do through 2004. They include the following:
- Promote merchandising, marketing, servicing and selling across channels.
- Provide a consistent face to the consumer across all points of contact.
- Capture and leverage knowledge across channels at a granular level.
- Identify, target and differentiate valuable consumers.
- Recognize the lifetime value and profitability of consumers.
CRM "Guru" Launches Portal for Smaller Businesses, Says
Customer Marketing Institute
The
Netherlands - June 13, 2001 - / BUSINESS WIRE /
-
CRM "guru" Jay Curry has launched www.crm4sme.com,
a portal for users, buyers and sellers of CRM software and services in the small
and medium-size business marketplace.
"More than 80% of the
questions I get from small business owners can be summed up in seven words:
'Which CRM system is best for me?'," explains Curry. "So I decided
to answer this question--and others like it--in a more structured and complete
way.
e-Procurement: Don't Believe the Anti-Hype
BOSTON, MA
— June 4, 2001 — / Aberdeen Group /
-
Aberdeen Group, a leading IT market
analysis and positioning services firm, counters industry predictions of
business-to-business (B-to-B) e-Commerce failure with validation of real
benefits that have been recognized by enterprise users of Internet-based
procurement automation (e-Procurement) technologies.
"In an attempt to recover from their previous predictions for the
growth of Internet-based B-to-B transactions, certain industry prognosticators
have recently issued statements damning e-Procurement," said Tim Minahan,
director of supply chain management research at Aberdeen. "The transaction
focus of such predictions overlooked what is truly important to businesses:
process improvements and cost benefits. Aberdeen research finds that
e-Procurement is delivering real benefits in both these areas. Specifically, our
research finds that enterprises using e-Procurement technologies are recognizing
enhanced supply chain visibility and management, greater process efficiencies
and improved cost control." Aberdeen research has identified benefits in
the following areas:
- e-Procurement: Internet-based technologies to automate the
acquisition and management of goods and services. Some of the benefits companies
have recognized through the use of e-Procurement technologies include a 73%
reduction in transaction costs, a 70% to 80% reduction in purchase order
processing cycles, and a 5% to 10% reduction in prices paid. Based on these
findings, Aberdeen estimates that an average mid size organization can expect to
save almost $2 million per year through the use of e-Procurement technologies.
- e-Sourcing: Web-based technologies designed to support the
identification, evaluation, negotiation, and configuration of products,
suppliers, and services. Some of the benefits companies have realized through
the use of e-Sourcing technologies include a 25% to 30% reduction in sourcing
cycles, a 5% to 20% reduction in prices paid, and 10% to 15% faster
time-to-market cycles. Based on these findings, Aberdeen estimates that U.S.
businesses could recognize $690 billion in savings through the adoption of
e-Sourcing technologies.
The full details
of Aberdeen's user research findings, including free individual case studies can
be ordered online.
DMA Study Shows the Internet Generates 13 Percent of Catalog
Sales
BOSTON, June 4,
2001 - / DMA /
- The Internet generated 13 percent
of all catalog sales last year, according to research released today by the
Direct Marketing Association (The DMA).
Preliminary results from The DMA State of the Catalog/Interactive Industry
Report 2001 were released today at the 18th Annual Catalog Conference in Boston.
This represents a significant increase over 1999, when overall interactive
media generated nine percent of total catalog sales, reported H. Robert
Wientzen, president & CEO, The DMA.
The new DMA study also reveals a shift in how catalog companies define
themselves as retailers. Ninety-five percent of catalogers described themselves
as multi-channel retailers, with 53 percent defining their companies as "catalog/Internet/retail",
and 42 percent as "catalog/Internet". Only two percent described
themselves as "Internet only" and three percent as "catalog only".
This multi-channel strategy is also apparent in the source of sales for
catalogers. While 13 percent of sales were attributed to the Web, 62 percent of
sales were driven by the print catalog and eight percent were generated by
retail or outlet stores.
The DMA study also includes two other significant findings about how
catalogers are using the Internet to grow their businesses. Seventy-five
percent of catalogers measure the effectiveness of interactive media.
The top measurements used to evaluate the results of Internet
marketing are:
- Sales generated from the Web site – 91 percent
- Increase in total sales as a result of the Web – 69 percent
- Hits on the home page – 60 percent
- Return on investment – 55 percent
- Leads generated by the Web – 43 percent
The DMA State of the Catalog/Interactive Industry Report (2001) will
be published in late July. It will be priced at $595 for DMA members ($795 for
non-members) and can be purchased
online or by
calling +1 301.604.0187.
helps reduce the complexity of these processes, giving sales
managers hard facts on which to base their decisions. Predefined alerts and
workflows help keep managers on top of changes that may affect quarterly results
and strategic goals. And, by staying on top of the selling process and
performance measurements, sales managers can help their sales teams meet their
quotas while improving sales productivity.
today's news etc
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Other news on this page
The
latest worldwide Internet Monitor conducted by Pro Active International
indicates impressive Internet usage growth in Europe in 2001,but the US still
remains far ahead
Seventy-Four Percent Of Companies Will Increase Spending On Customer
Service Despite Economic Downturn, Reports Jupiter Media Metrix
Gartner
Survey Shows Retailers Identify CRM as Their Top Strategic Initiative for 2001
CRM "Guru" Launches Portal for Smaller Businesses, Says
Customer Marketing Institute
e-Procurement: Don't Believe the Anti-Hype
DMA Study Shows
the Internet Generates 13 Percent of Catalog Sales
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Diary of a Workaholic Sun Partners Program Manager
Monday
(day #1 of shutdown) - got into work 15 minutes late this morning. Can't
understand it. Cars everywhere. Assume other drivers haven't heard about Sun
shutdown. But when I get into office, it's empty.
Have decided this
week to concentrate on outgoing activities with partners and potential allies in
new marketing programs. Waste several hours emailing technical support, and
eventually learn how to access incoming voicemail.
Get error message:-
buffer full.
Spend rest of day dealing with email, as usual.
Tuesday
(day #2 of shutdown) - get into work 15 minutes early to make up for yesterday.
Check voicemail, no messages. Check email. Just one message from another Sun
workaholic in Camberley office asking how he can add a UK company to the website
for a marketing program we canned a few years ago. In the spirit of
international co-operation, send him a reply saying I don't deal with Ireland,
but I thought the application form is somewhere on the web site, and Happy
Holiday tomorrow.
Unbelievably, no other emails today. Decide to plan
ahead and email technical support to ask if it's possible to reset my email
preferences so that it doesn't automatically delete incoming emails from outside
Sun. Spend rest of day doing market research on Sun web site. Check shareprice.
Still not a good time to sell options.
Do some in depth competitive
market research. All the focus group reports say that Dell, and not HP or IBM,
is most often cited as our competitor in the mid-range market.
Search
for "Dell" on www.sun.com - get "198 Results Found".
Repeat
the same search, using the term "Sun". Get "31,069 Results Found"
Decide that the focus group research must be flawed. I can't see how
Dell can be real a threat to us when they're barely visible on the web. I also
noticed that the market research report made no mention at all of DEC. That
suggests to me:- either we've got the wrong company doing the research, or maybe
we're getting the wrong people coming in to the focus groups. I make a note to
raise this question next week, when things are back to normal.
Tomorrow,
I'm going to plan our strategy for the new killer partner program, but I might
just work a half day.
click to see the full
text:- Diary of a Workaholic Sun Partners Program Manager:-)
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