The important thing to remember as CMR evolves—and it will evolve—is that it will be less of a cost-cutting tool and more of a way to listen to the voice of the customer and to enrich the customer’s relationship with your firm. The long-term cost of missing this opportunity will be significant.
But before you make the commitment to CMR, you need to know more than just how many mice are out there. You need to know whether or not empowering customers is important for your business and whether or not you can deliver on the promise. Ask the questions and get the answers before you start building the mousetrap.