The report said the market is held back by 'a lack of skilled resources' to support higher levels of customer interaction needed to support Web business needs. At the same time, the report found, many companies do not have the skilled help they need to manage their customers effectively. Managing Customer Data CRM involves capturing customer data, consolidating it, analyzing it and getting the results into the hands of the people who can use it to respond to the needs of both current and potential customers.
Companies also keep the relevant information on hand when dealing with customers.
The CRM market encompasses upkeep services, such as hardware and software maintenance and support, as well as professional services like consulting and business management. Poor customer service has been a major complaint among online shoppers. On the other hand, e-commerce sites that manage their customers well are likely to see substantial benefits, studies show. A December 1999 report from Forrester Research found that 90 percent of satisfied customers are likely to visit a Web site again, and 87 percent will tell others about the site. A separate Gartner survey released in August found that retail Web sites fail to provide high-quality customer service.