'What's Next in CRM' New Directions Cited for Industry; Aberdeen Report Examines Trends Affecting Market Growth.Business/Technology Editors BOSTON--(BUSINESS WIRE)--Nov. 15, 2001 In a new research report, Aberdeen Group Aberdeen Group is a provider of business-related research services. It has its headquarters in Boston, Massachusetts and belongs to the Harte-Hanks group. Founded in 1988, Aberdeen's research is used by over 2. , a leading market analysis and positioning services firm, identifies important trends changing the CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. industry. The report, "What's Next in CRM: The Learning Relationship," examines changes in CRM software and market demand as well as the methods by which they are used. "Everywhere you look the CRM market is becoming more relationship oriented o·ri·ent n. 1. Orient The countries of Asia, especially of eastern Asia. 2. a. The luster characteristic of a pearl of high quality. b. A pearl having exceptional luster. 3. ," says Denis Denis, king of Portugal: see Diniz. Pombriant, research director at Aberdeen Group. "The nature of vendor-client relationships is becoming much more bi-directional as new business solutions and technologies enable that shift." Aberdeen Aberdeen, former county, Scotland Aberdeen, former county, Scotland: see Aberdeenshire. Aberdeen, city, Scotland Aberdeen, city (1991 pop. analyzes the following: the evolving support for bi-directional relationships, the importance of modular architectures, and evolving CRM methodology as CRM nears the end of its first decade. "What's Next in CRM: The Learning Relationship," highlights the difference between conventional transaction oriented CRM and the learning relationships that leading companies and CRM vendors are currently enabling. The report points out that both vendors and customers participate in the learning relationship, in which vendors and customers share information, improve products and promotions, which allow the customer to develop trust in the vendor's knowledge of the customer's needs. "That applies in both business to business and business to consumer situations," Pombriant says. For more information about "What's Next in CRM: The Learning Relationship" visit www.aberdeen.com or call (800) 577-7891. About Aberdeen Since 1988, Aberdeen has been a leader in providing market analysis and positioning services that help business technology suppliers meet the challenge of establishing leadership in fast-changing markets. Aberdeen is headquartered in Boston Boston, town, England Boston, town (1991 pop. 26,495), E central England, on the Witham River. Boston's fame as a port dates from the 13th cent., when it was a Hanseatic port trading wool and wine. Having recovered from a decline in the 18th and 19th cent. , MA, and has research divisions in Palo Alto Palo Alto, city, California Palo Alto (păl`ō ăl`tō), city (1990 pop. 55,900), Santa Clara co., W Calif.; inc. 1894. Although primarily residential, Palo Alto has aerospace, electronics, and advanced research industries. , CA; Fort Collins, CO; and Amsterdam, the Netherlands. Aberdeen is accessible via the Web at www.aberdeen.com. |
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