Potential of E-CRM Industry


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The following statistics highlight the importance and potential of the e-CRM industry.

  • General Motors (GM) receives about 100,000 emails from its     customers, every day.
  • According to IDC and Forrester worldwide investment in ecrm solutions will reach $11 billion to $14 billion annually by 2003. And the payoff is significant.
  • Jupiter Communications survey of companies who have implemented eCRM solutions found that, on average, companies were able to recover their investments in seven months. Even more impressive, the average return after one year was 300%.
  • Cisco Systems automated customer interactions with its one-to-one website, saving $270 million in annual operating expenses and significantly reducing the time required to place an order.
  • Amazon.com was able to achieve a repeat purchase rate of 78%, more than double the industry average, by building one-to-one relationships with its customers and targeting their individual needs. This customer loyalty has enabled Amazon to remain a viable e-commerce company at a time when so many other dot-coms have failed.
  • Sears demonstrated the cross-channel benefits of eCRM by increasing Web shoppers’ subsequent offline purchases by 27%.
  • The volume of customer related email traffic is so much that almost 42% of the queries never get answered by the companies.

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