CRM -- Market Research Reports
Business Strategy
- Bain Strategy Brief, 10/30/01 - Economic turbulence is forcing companies to sharpen their focus on customer loyalty. But a promising technique that emphases loyalty-building - CRM - is falling flat. Bain's Darrell Rigby and Fred Reichheld offer insights on turning the promise of CRM into profits
- Type in CRM or Customer Relationship Management in the search bar in the left panel
- Global reports by industry and on related topics such as call centers and eCommerce
IT-Focused
- Leading IT market research firm covers all aspects of CRM technology including: Sales Management, E-Commerce Sell-Side, Marketing Management, Customer Service & Support and Contact Centers
- On Gartner's Home Page, in left panel under Focus Areas, click
on Customer Relationship Management
- CRM page presents News, Research Reports, Statistics, Magic Quadrants (evaluate vendors) & Hype Cylces (evaluate technology)
- Alternatively, on Gartner's Home Page, select Advanced Search in upper right corner
- Once you have retrieved your results, write down the analyst name or date of your desired report
- Go back to the Gartner Emory page in Databases to retrieve he full text of the report
- From Web Technologies & Operations in left panel menu, select CRM
- Reports focus on Contact Center Outsourcing, Metrics on consumer expectations, Quantifying Customer Satisfaction and more.
- Click Advanced next to Keyword Search
- Type customer relationship management or customer service and from the drop down box select in the Subject field
- Mainly charts from market research firms on CRM spending, software revenues and customer adoption
Company Profiles of CRM Vendors
Marketline Business Information Centre (formerly Datamonitor)
- Type CRM or Customer Relationship Management to retrieve profiles of CRM technology vendors
