Meta Group: High Growth Rates for CRM - Industry Trend or Event - Brief Article

ENT, Dec 13, 2000

Preliminary results of a recent Meta Group survey 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.

Meta found that about 80 percent of 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 aspects 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," says Aaron Zornes, executive vice president at Meta Group.