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Statistically Speaking
For the rest of the October 2005 issue of CRM magazine please click here
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  • Only 32 percent of the 710 U.S.-based SMB and midmarket companies surveyed for Yankee Group's "DecisionNote, Evolving SMB and Mid-Market EnterpriseWeb-Hosting Market Dynamics" study indicated they are using email marketing and search engine optimization on the Internet.
  • While 79.7 percent of senior-level marketers said measuring and taking action on ROI is important or somewhat important, only 23 percent reported confidence in their ability to do so, according to a study conducted by Marketing Management Analytics, the Association of National Advertisers, and Forrester Research.
  • Nearly half, 47 percent, of phone calls are resolved during the first customer contact, while 42 percent of electronic incidents are resolved by the initial response, according to "SSPA Research 2005 Industry Benchmark Study." Fifty-nine percent of phone incidents are closed within 24 hours of receipt, and 53 percent of electronic incidents are closed within 24 hours.
  • email is not secure, while 60 percent reported the same about their company's wireless network connections. The Small Business Technology Institute (SBTI) conducted the survey in conjunction with Symantec.
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