Saying thank you is hard to do, claims CRM survey

Two thirds of companies using call centres are failing to thank their customers, according to a report out this week from research house Business Intelligence.

Despite this figure, the research also reveals that 69 per cent of senior managers with responsibility for customer relationship management (CRM) believe they manage their customers well. According to the report, 'The Customer Management Scorecard', only 17 per cent incorporate customer acquisition, retention, development and cost management into their marketing plans. Worse still, eight per cent measure customer management performance and return on investment. Only 35 per cent bother to say 'thank you' to customers. 51 companies were surveyed for the report. By Ben King