Magazine article CRM Magazine

Statistically Speaking

Magazine article CRM Magazine

Statistically Speaking

Article excerpt

* According to a Datamonitor report more than 3,000 call centers will exit the United States by 2008. Mark Best, Datamonitor technology analyst and author of the report, says the bulk of the centers and agent positions will shift to nearshore and offshore. He attributes the loss of other positions to the growth of self-service options available to customers and to DNC regulations. The report predicts that Canada will add 800 new call centers by 2008.

* Sixty percent of retailers generate more profit from their multi-channel customers than their single-channel patrons, and on average the former group is 20 to 25 percent more profitable, according to an Aberdeen Group report. A full 28 percent were not aware of which kind of customer was more profitable.

* According to the Economist Intelligence Unit report "Riding the New Wave: Growth Strategies For a Recovering Asia-Pacific," 41 percent of senior executives in the region see efficient CRM systems as "crucial" to the success of multinational and local companies in the current environment. Sixty-one percent of respondents said they planned to focus on improving IT-enabled customer service processes, and 52 percent said collaboration with suppliers, partners, and customers was on their list of planned improvements.

* Seventeen percent of insurance companies provide no acknowledgment of receipt of any online inquiries (though do eventually respond), with 27 percent failing to respond at all to online inquiries, according to a survey by The Customer Respect Group. On a 10-point scale the industry scored a low 3.4 for responsiveness. CRG garnered its results from its assessment of 72 insurance companies' Web sites.

* Of the 232 decision-makers at SMB firms that the Aberdeen Group surveyed for a study, 60 percent indicated that they plan to increase their CRM spending. …

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