Magazine article CRM Magazine

Statistically Speaking

Magazine article CRM Magazine

Statistically Speaking

Article excerpt

* Forty-seven percent of the 1,000 U.S. consumers Accenture surveyed have stopped doing business with a company within the past year, despite continued investment in CRM technology by U.S. industries. Eighteen percent of respondents reporting they have stopped doing business with a retailer due to poor service. Retailers were trailed by Internet service providers (15 percent), banks (14 percent), telephone service providers (12 percent), wireless/cell phone companies (11 percent), and cable/satellite TV service providers (10 percent). Insurance and utility companies fared well, with just 3 percent of respondents admitting that they defected. Additional findings reveal that consumers under the age of 40 are the least likely to be loyal and more likely than those over the age of 55 to switch companies.

* RFID software and services revenue is expected to be $3.1 billion in 2007, a 15 percent decrease from previous estimates, according to "Focus on RFID Software: Investigating New Solutions and Approaches," a report by ABI Research. …

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