The Customer is Still King

摘要

When it comes to customer-relationship management, 2003 will be a year of retrenching for some firms and of fine-tuning technology investments for others, say experts. "I think that a lot of companies are still in the rollout mode," says Dave Erickson, a risk management partner at PricewaterhouseCoopers, who tracks CRM developments from his Chicago base. People have been in the pilot stage for the past couple of years, "Now we're getting into much bigger implementations," he says. That's the case with Tamarah Daniel, vice president of operations at Intrepid Capital Management Inc., which employs 30 people and manages $460 million.