Manufacturing Industry
DIGITAL INVESTMENTS DISAPPOINT.(customer profitability tools)(customer relationship management )(enterprise resource planning )(Brief Article)
Industry Week, July, 2001 by JUSKO, JILL
* Many senior executives are dissatisfied with the results from investments in systems such as customer relationship management (CRM), enterprise resource planning (ERP), and customer profitability tools, says a survey by Mercer Management Consulting. The survey of 130 North American-based executives found that about two-thirds had not achieved expected returns. Eric Almquist, a Boston-based Mercer vice president, places part of the blame on poor planning by companies that fail to convert data into information that can be used to make profitable decisions. "Creating value from customer relationships is critical in tough times," says Almquist. "CRM and other tools and techniques can help provide that, but only if companies have a clear business strategy and a relentless...
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