Notes | Why CRM Doesnt Work: How to Win By Letting Customers Manage the Relationship

Chapter 1: Why Doesn’t CRM Work?

“Gartner Dataquest Forecasts CRM Services Revenue to Increase 15 Percent in 2002,” Gartner, Inc. press release, April 9, 2002, p. 1.
“Retailers Say CRM Is Crucial But Few Are Implementing Initiatives,” Direct Marketing, October 2001, p. 12.
Gary Lemke, “CRM: The Perfect Storm,” Customer Support Management, November 1, 2001, p. 2.
“Great Expectations,” Annual CRM Roundtable, Direct, March 15, 2002, p. 28.
“The More Things Change,” Retail Ad-Week, September 24, 1990, pp. 4–5.
Richard H. Levey, “Consumers: A User’s Manual,” Direct, August 2002, p. S7.
Ibid.
Direct/Yankelovitch survey presented at the National Center for Database Marketing Conference, Philadelphia, August 2002.
Sheryl Nance-Nash, “Let Them Lead,” Direct, May 15, 2001, p. 50.
“CRM Stumbles on the Catwalk,” Internet World, April 2002, p. 14.
Susan Fournier, assistant professor Harvard School of Business; Susan Dobscha, assistant professor marketing, Bentley College; and David Glen Mick, Endowed Chair of Marketing, Dublin City University, “Preventing the Premature Death of Relationship Marketing,” Harvard Business Review, January/February 1998, p. 43.
Richard Forsyth, “Six Major Impediments to Change and How to Overcome Them in CRM (and Politics)” CRM-Forum, June 11, 2001.
Dick Lee, “Getting to ‘Duh’,” Customer Relationship Management, November 2002, p. 28.
“A CRM Blueprint: Maximizing ROI from Your Customer-Based Strategy,” Peppers and Rogers Group & Microsoft Great Plains Business Solutions, 2001, p. 4.
Richard Forsyth, “CRM Doesn’t Add Up for UK Plc,” CRM-Forum Weekly, March 28, 2002, p. 1.
Ruth Stevens, “Analyzing the Recipe for Success,” 1to1.com, January 3, 2002, p. 1.
Anonymous, posted November 17, 2001 on www.datahighways.net (and several other websites).