Though burgeoning CRM industry revenues might suggest otherwise, a recent survey by the META Group and IMT strategies suggests that there is still no consensus definition of what CRM actually is or does. When 50 executives who are in charge of CRM projects at leading companies were asked "What is CRM?" they responded with multiple, conflicting and often incomplete definitions. Their responses break down as follows:
Finally, the smallest group of respondents-6 percent-aren't particularly moved by any definition. They see CRM as nothing more than "a new name for an old business practice."