Retailers consider customer relationship management (CRM) to be a critical business initiative in 2001, but few retailers will implement these strategies, according to a new survey from Gartner.
Gartner surveyed 56 retailers in December 2000 and asked them their business priorities for 2001. A total of 52 percent of the respondents rated CRM as their highest business priority. A total of 43 percent of the retailers saw CRM as a moderate business priority and 5 percent of the retailers rated CRM as a low priority. While most retailers consider CRM to be an important business strategy, only 34 percent of the respondents acknowledge deploying a CRM initiative.
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