Segmenting the Market for CRM Services

In association with
20th Jun 2005

Choosing the right type of customer relationship management service provider needs an understanding of the skills segments in the market, as well as internal skills requirements.

Economic upheaval is proving customer relationship management (CRM) to be a key business strategy where new skills are needed to gain benefits. A recent survey by Atos KPMG Consulting showed that over 80 percent of enterprises believe that the need for CRM has increased in the past three years. Furthermore, as the market learns more about the dynamics of successful CRM, the skills and capabilities required are evolving. By J Kirkby and B. Eisenfeld

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