The finance sector customer relationship management (CRM) software market in North America will triple by 2004, according to International Data Corporation (IDC). Companies in the financial services sector are shifting from product-centric to customer-centric strategies and transforming call centres – the nexus of customer service – into customer contact centres, reports IDC analyst Maximilian Flisi. He sees this strategic change as driving forward the financial services customer relationship management (CRM) software market in North America.
Finance sector’s strategic shift boosts CRM
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