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Why Some CRM Programs are Slow Getting Going

    Online News published in DMReview.com
June 8, 2001

Despite forecasts that companies will be spending $20 billion annually on customer relationship management applications by 2004, the fact of the matter is that many businesses are only now getting started.

For instance, an informal survey of 373 IT workers by DM Review Interactive reveals that many enterprises are taking their time implementing CRM. DM Review Interactive asked the question: Where is your organization in the CRM process?

Of those polled, 36 percent indicated that they are only in the planning stages, while 19 percent responded with no plans to implement CRM. An additional 16 percent noted that are just getting started and only 14% had a project in beta test.

The results don't surprise CRM analysts. "On an implementation timetable, we are only two or three years into a 10-year process," says Lane Michel, a managing partner with Peppers and Rogers Group. "The tools are available, but at this point the technology is ahead of where the business side of CRM is."

At many companies, the senior IT manager is the most knowledgeable executive regarding CRM implementation. "They know the technology," Michel says. "They are waiting for a definition of the business requirements."

For more information, please visit www.1to1.com .

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Check out DMReview.com's resource portals for additional related content, white papers, books and other resources.

This piece has been brought to you by the DM Review Editorial staff.



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