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Quick Takes: Studying the market

Alexander Group reveals results of CRM market practices survey

The Alexander Group Inc. has announced the results of its recently completed survey on CRM best practices and opportunities for optimization. The five most significant findings of the survey are: less than half of participating firms are reaching their stated objectives, companies having success are realizing significant productivity enhancements and revenue growth, top challenges for success are not technology driven, successful implementations share five common characteristics and it is possible for firms to regroup after a troubled start.

Alexander Group

Customer loyalty key to automotive profits according to Deloitte

Ten out of 15 major automotive manufacturers had below-average shareholder returns in the last five years, compared to their respective capital markets around the world, while 15 of 18 Tier 1 suppliers also dropped below their capital market averages, according to a new study by Deloitte Research. The study, Automotive Digital Loyalty Networks: Driving Shareholder Value Through Customer Loyalty and Network Efficiency, showed that flat vehicle demand, global overcapacity, fierce competition and price squeezing are the frequently cited causes, but the more fundamental problem is a decline in customer loyalty.

Deloitte Research

New eMarketer report reveals CRM adoption is meeting promised strength

A new report reveals that CRM spending will grow to $10.4 billion by the end of this year, a 167% increase from the $3.9 billion spent in 2000. The CRM Report, released by eMarketer, cites data from numerous research organizations and consultancies, capturing insight, statistics and the leading trends in this software space. The report reveals that during the current uncertain economic times, the adoption of CRM software is moving ahead at an aggressive pace as organizations are spending targeted time, effort and money to retain and leverage their existing customer base.


Onyx Software announces multi-channel e-service offering

Onyx Software Corp. has announced the addition of Onyx e-Service, which includes new e-mail, chat and Web self-service products, to Onyx Enterprise 2001, Onyx's thin-client CRM portal suite. With the addition of these e-Service capabilities, Onyx now offers automatic and assisted email response, live chat and instant messaging, and a broad set of online self-service tools.


Speechwise Technologies merges with JustTalk

JustTalk Inc. and Speechwise Technologies have announced the merger of the two companies, operating under the name JustTalk Inc. JustTalk recently announced the general availability of its first product offering, JustPractical, with PeopleSoft CRM Sales. Speechwise Technologies has developed flexible and scalable platforms that easily can integrate to multiple data sources.


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