High Payoffs Drive Growth in Wireless CRM

by Brenda Lewis

Prior to September 11, the wireless customer relationship management (CRM) market was very small. A groundbreaking research report, "Wireless Data in the Enterprise," published in November 2001, was the first publicly available, statistically relevant (95th percent confidence interval) research on enterprise demand for wireless applications. The research was conducted in the summer of 2001, but author John Bucher recontacted the survey participants after 9/11 to make sure their responses were still valid. Bucher, Vice President, Harris Nesbitt (formerly of Gerard Klauer Mattison), found that only 17.7% of the Fortune 1000 had installed wireless CRM systems (see Figure 1) [1].