For the rest of the March 2007 issue of CRM magazine please click here
Business leaders are most worried about data security and terrorism, according to a study conducted by Harris Interactive. The findings, based on the firm's Internet survey of 197 senior executives of large corporations--those with revenue surpassing $1 billion--show that for 61 percent of respondents data security is one of their top worries or a major worry, and 55 percent tapped terrorism as a top concern. A partial list of the remaining top worries includes negative financial news about the company (45 percent), corporate malfeasance (40 percent), litigation against the company (40 percent), and negative news about the workplace or business practice (39 percent).
Seventy-nine percent of consumers find mobile ads annoying, but early efforts at mobile marketing reveal that consumers will happily engage in campaigns if the information is relevant and valuable, according to a Forrester Research report. The report, "Is the US Ready for Mobile Marketing?" also contends that 35 percent of U.S. households that own a mobile phone currently engage in text messaging and 11 percent access the mobile Internet.
The contact center performance management market will grow by 27.5 percent in 2007 and 25 percent in 2008, according to DMG Consulting's "Contact Center Performance Management Market Report." DMG estimates that the number of CCPM implementations increased from 120 in December 2004 to 641 in September 2006. Adoption is low, though: The current adoption rate for CCPM apps is just 1.03 percent in North America, according to the report.
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