Who is Killing CRM?

Juliet Williams and David Burrows

Argues that Customer Relationship Management (CRM) is in serious danger because many business leaders do not understand it and have failed to grasp the importance of the customer relationship.

Who is Killing CRM?

David Burrows and Juliet Williams

Customer Relationship Management (CRM) appears in rude health with projections that worldwide expenditure on CRM software will increase from $7.9 to $16.8 billion (1). Look beyond these confident projections though, and the patient's health does not look so robust. A recent report on retail financial institutions, which are among the leading investors in CRM technology, delicately states 'CRM at many financial services firms often reflects a leap of faith or reaction to competitors rather than a reasoned strategy' (2). Multimillionpound investments made on a leap of faith are unlikely...

WARC subscribers can sign in to keep reading

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands