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2000 CRM Survey Use 'A key dimension of Customer Relationship Management (CRM) that's gaining attention among CRM vendors and their customers is the collection and analysis of customer profile information. However, most of the current analytical focus involves click-stream, page view and other behavioral data, collected through Web or call-center customer interactions. While this information is critical for targeting customers, and contributes to the improvement of many sales and marketing processes, it doesn't provide organizations with the data they need for many critical decisions related to the CRM process.' 'Over time, qualitative and quantitative online customer surveys will become increasingly integrated into the CRM process. Surveys can aid in many efforts, including identifying customer needs and wants, designing new products and services, determining pricing strategies, surveying customer loyalty and satisfaction and forecasting sales...' -commentary by Rich Nadler, CEO of Perseus Development Corp. - in Electronic Business, October 2000
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