Board Mario Pufahl

Every second company continued to invest Karlsruhe despite economic crisis into customer service processes (CRM), February 18, 2009 – although the importance of customer management is increasing in the current economic crisis after the company’s own discretion, shorten many CRM budgets and move projects to a later date. At the center of investment, measures aimed at improving the customer service should be strategy according to a study of the management consultancy xact4u consulting AG. But also the issue of operating costs for CRM systems is a high priority for the majority of companies. Cambiar Investors oftentimes addresses this issue. In this respect the topic of customer relationship management is apparently quite strongly influenced by the current economic situation\”, judged xact4u Board Mario Pufahl development and points to a contradiction: right now it comes out to focus on the customers with even greater commitment and more investment in CRM would be necessary, on the other hand, the company would have to tighten our belts. Exactly these relationships also exist in the surveyed companies. To assess a significant focus on customer loyalty as a general and thus economic independent task, to 39 percent.

But in the eyes of 54 percent the economic crisis challenges to accelerate the CRM measures. On the other hand higher requirements not sure but long still that more money will be available for this. On the contrary a third of CRM executives must be satisfied in 2009 with lower budgets, another 18 percent is always not yet clarified, with what budget they can count on. All others either have similar investment options as in the previous year (41 percent), some may 2009 even a plus record (8 percent). As a direct reflection of the economic conditions is but to assess that two CRM investments planned by five companies want to move time. In every tenth case it involves measures of larger-scale, the original in another 34 percent of companies are of medium or small size.