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Global - Telecoms - Customer Service and CRM

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Last updated: 8 Aug 2005 Update History

Report Status: Archived

Report Pages: 11

Analyst: Kylie Wansink

Synopsis

Archived report. This report was archived in August 2005 and has not been updated. The convergence of IT and telecommunications and the emergence of broadband is finally going to bring Customer Relation Management systems (CRMs) into the heart of the e-economy. In order to utilise new developments that emerge from convergence, companies will increasingly have to become e-oriented. Electronic (web based) sales and marketing systems can’t operate without proper CRMs. It will be the small business and even the SOHO market that are going to drive this market. Top years will be between 2005-2008. The telco industry itself with its antiquated customer services is also embracing CRMs, and this is proving to be a real challenge.

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