Monday 15 April 2013
An increasing number of businesses are turning to customer relationship management (CRM) solutions in a bid to raise loyalty rates, it has been suggested.
Ed Thompson, vice-president and distinguished analyst at Gartner, commented that CRM investments continue to be "high on the chief information officer (CIO) agenda".
He was commenting after a Gartner Executive Program survey - which saw 2,053 CIOs questioned - found that attracting and retaining customers is the number four priority for firms.
"Customer experience management is emerging as a business discipline for marketing, sales and customer service leaders," Mr Thompson stated.
"Every day, these leaders are incorporating more new technology into their projects to achieve their organisational goals."
According to Johan Jacobs, research director at Gartner, businesses have a growing range of opportunities for CRM in the mobile sphere.
He noted that, by 2014, the number of mobile CRM solutions available for download from app stores will have grown by 500 per cent.
"Many organisations want to extend their customer service to the mobile platform market," Mr Jacobs claimed.
To find out more about Microsoft's customer relationship management solutions, click here.
Posted by Jenny Arthur