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Pat Sweet finds that CRM is still widely regarded as a very high priority, despite first-generation disappointments.
Second time around - Part 3 | Part 1| Part 2
Finally, ‘e’ stands for ‘extended’. Practically all organisations have partners who play a role in their customer relationships, and they need to be brought more closely into the equation. It also refers to the remote, out-of-office users who want access to the central CRM system.
Blind date
“e-CRM enables customers to interact with organisations using their method of choice, whether that be email, web, interactive voice response, call centre or face-to-face,” explains David Bradshaw, lead analyst for e-CRM with Ovum.
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International Consultants' Guide 2002
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Market Overview