Cutter Consortium :: Finding the Real Value in CRM: Leveraging IT Solutions Through the Customer-Driven Approach

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Finding the Real Value in CRM: Leveraging IT Solutions Through the Customer-Driven Approach

by Phil Tamminga, Pat O'Halloran

The emerging electronic economy has created an entirely new focus on the critical importance of managing customer relationships. Competition for customers is increasing in every major industry. New technologies are rapidly changing the realm of what is possible in customer contact, care, and insight. Customer expectations for quality, service, and value are constantly on the rise. And a growing number of enterprises are viewing customer relationship management (CRM) as the battlefield upon which their success or failure will be decided.

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Finding the Real Value in CRM: Leveraging IT Solutions Through the Customer-Driven Approach October 2000

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Cutter Consortium, founded in 1986, is a global IT advisory firm helping organizations forge solutions to the business technology challenges they face. Through its research, consulting, and training, Cutter assists enterprises as they create, implement, and maintain IT systems and organizations that support business objectives and encourage innovation. Cutter pushes the thinking in the field by fostering debate and collaboration between thought leaders from different domains, countries, and disciplines. As a completely independent entity that has no special ties to vendors, Cutter Consortium is beholden to no one and dedicated to providing completely objective, unbiased information to its clients. Cutter Consortium gives you access to the top thinkers in IT.

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