CRM ranks low with CIOs

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CIOs are ready to spend money on security products and integration technologies, but CRM vendors can forget about seeing any big spending on their wares, according to Morgan Stanley.

The Wall Street firms August survey of 225 CIOs indicates that overall IT spending won't change much from levels set in the first half of 2002, with 49 per cent of respondents saying their budgets will be flat for the rest of the year while 28 per cent said they would spend less.

The top priorities are applications integration, security software and enterprise resource planning (ERP) software upgrades, but not CRM. Some 20 per cent of respondents said they thought CRM was not a high priority at the moment, a further 20 percent were unsure about the potential return on investment while 29 per cent said they either didn't need CRM or were sceptical about it.

Other findings included the idea that while application integration, security and ERP software were the top priorities, Windows 2000/XP desktop upgrades, e-commerce initiatives and Microsoft Office upgrades still rated highly.

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By hittjw
12th Sep 2002 07:03

I'm providing consultative services helping companies integrate CRM. In my efforts I find the business development professionals very interested in CRM, but CIO could care less.

The CIO's aren't seeing the benefits of a CRM product from the prospective of the sales, marketing, and support groups. Perhaps they are distracted by the general communications, business information, and knowledge management needs of the result of the company.

Maybe, CIO's don't have a clear understanding of what they need to do to make CRM really work for their company to reduce costs, increase sales, and bring the company closer to their customers.

A wise business friend of mine taught me about business optimization saying, "Start improving your business where the money comes in and you'll always succeed." Perhaps that is a lesson we could teach CIO's...

Sincerely,

Justin Hitt
Consultant, Author & Speaker
http://iunctura.com/

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