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Meta Cites High Growth Rates for CRM

In a recent Meta Group survey, preliminary results indicate that company spending on customer relationship management (CRM) is expected to grow by about 75 percent over the next year.

The analyst firm surveyed 300 companies and released the initial results at the DCI CRM Conference and Exposition in Los Angeles.

What Meta found was that about 80 percent of the companies in the survey reported success with their CRM projects. The study revealed, however, that three-fourths of large enterprises have not fully integrated their CRM programs into the e-commerce aspect -- such as in their online store -- of their business. Meta Group attributes the lack of integration to lifecycle-driven CRM programs.

“While increased spending and high satisfaction rates for CRM initiatives bode well for the success of these projects, adequate integration among all customer touch-points continues to plague many organizations,” say Aaron Zornes, executive vice president at Meta Group. -- Alicia Costanza

About the Author

Scott Bekker is editor in chief of Redmond Channel Partner magazine.

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