The latest findings from Jupiter Research, a division of Jupitermedia Corporation, reveal that companies are failing to meet basic consumer expectations for service via e-mail which is resulting in shoppers turning to the telephone for customer service.
While 88 percent of consumers surveyed expect a response to e-mail inquiries within 24 hours, only 54 percent of companies sampled in Jupiter Research's latest Customer Service Webtrack met these expectations, the same percentage as in 2001, despite the fact that CRM spending continues to rise. Jupiter Research reports that CRM spending will continue to grow at a rapid rate through 2008, according to its latest Market Forecast Report, "CRM Through 2008."
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