CRM in a Down Economy

by Peppers & Rogers Group consulting

Does Customer Relationship Management "work" in a down economy? Even as companies scale back their overall capital spending, informal surveys show that most firms still intend to allocate their first spending to Customer Relationship Management. Why aren't CRM efforts being cut along with other investments as businesses hunker down to weather this economic storm? The reason is that a well-executed relationship project can increase cash flow immediately. Today's one-to-one enterprise is more capable when it comes to responding rapidly to changing demand patterns, as well as identifying greater process efficiencies and collaborative opportunities. The fact is that investments in CRM represent a competitive edge in any economy. Read more in a new Peppers and Rogers Group white paper, "CRM in a Down Economy."

And listen to Don Peppers discuss CRM in a down economy with Realmarket's Gary Lemke.