Can CRM help you make money?

Clear business planning is key to making sure you get back what you spend on customer relationship management projects, says Ron Condon. Two years ago, a survey by the Economist Intelligence Unit of 370 businesses of all sizes revealed that only 15 per cent of them had derived any real value from their customer relationship management implementations. The study concluded that "CRM has yet to achieve the promised return on investment...customers have yet to notice a decisive difference." Read more >>>

This article first appeared at silicon.com on 25th May 2006. It was written by Ron Condon.