To The Web!

For the rest of the July 1999 issue of CRM magazine please click here


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A recent survey of customer care executives by the Yankee Group forecasts a rapid move during the next two years toward utilizing the World Wide Web in customer relationship management (CRM) initiatives. The survey, which polled 100 leaders from Fortune 1000 companies, found that 57 percent already use the Web for customer support. Of those that did not, 55 percent plan to use the Web for support during the next 12 to 18 months.

Other survey findings include:

Currently, the majority of companies surveyed (80 percent) handle no more than 10 percent of customer requests via the Web.
In the next two years, two thirds of these companies expect to handle 25 to 30 percent of their support requests through the Web.
Projected revenues from Web-based call centers will increase from $120 million in 1999 to $1.2 billion in 2003.
One popular support option is providing the placement of icons on a Web site to request an agent callback or e-mail response.

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