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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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