At a time when the hype factor for Internet applications seems to run unabated despite the economic slowdown, the response to CRM among CIOs actually working with the technology appears tepid. Clearly, CRM is by no means free of the difficulties of any major IT project, and all too many CIOs appear unsure that CRM is paying off on all of their most important strategic objectives. There is considerable room for improvement.

Moreover, the increasing complexity of CRM-enabled environments, coupled with demands for increased functionality for new CRM systems, means that CIOs' continued satisfaction with their CRM projects is far from a given.

This article was originally published on 07-01-2001
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