More businesses are seeking better customer relationship management solutions and are prepared to spend additional money in that search, according to a survey from Customer Connect Associates.

In its latest quarterly survey, Customer Connect cited several trends:

  • More companies are developing consistent processes for understanding and managing customer relationships.
  • Companies utilizing effective CRM solutions are reporting higher success rates.
  • Companies are increasing their emphasis on personalized electronic communications.
  • More companies are planning to dedicate resources to sharing customer information across communications channels and business units.

Companies participating in the survey ranged in revenues from under $1 million to more than $1 billion, and some 51 percent were both business-to-business and business-to-consumer focused. Of those, 71 percent said they planned to increase CRM spending.

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