Crm In A Down Economy英文电子书.pdf

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CRM in a Down Economy Peppers and Rogers Group Consulting White Paper 2001 ©2001 Peppers and Rogers Group. All rights protected and reserved. ® is registered in the U.S. Patent and Trademark Office. 1to1 Peppers and Rogers Group Consulting White Paper 2001 A Peppers and Rogers Group White Paper CRM F E B R U A R Y 8 , 2 0 0 1 in a Down Economy First the meteoric expansion of the Internet fuels a frenzy of technological investment, and now an economic downturn hammers the tech sector to within an inch of its finan- cial life. Obviously business challenges come fast and furious in this new era, but whether or not the current economic downturn is ever formally classified as a “recession” (two suc- cessive quarterly declines in GNP), many of our clients are asking what role CRM should play in this kind of an environment. Does CRM “work” in a down economy? e all see the unending stream of disap- And yet, for the majority of companies, pointing earnings reports. Holiday retail Customer Relationship Management (CRM) expen- W sales were lackluster. The financial markets have ditures still have

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