CRMs Future: Where now for CRM?
Imagine a world where customers are truly in control of their relationship with companies and brands, where communications are tailored to each consumer individually. A world where a consumer never has to give a company the same piece of information twice, where every piece of knowledge pertaining to a customer is always instantly accessible to brand custodians enabling them to concentrate their efforts and budgets on the most profitable customers and reduce wastage on the less profitable ones. Where the company, in short, knows more about the past relationship between the consumer and the brand than the consumer does and can demonstrate as much in all its interactions with the consumer. This is the Utopian view of the future of Customer Relationship Management (CRM).
To read this factfile in full, please download the attached pdf (scroll down to the bottom of the page).
To download a full 122 page report on CRM (containing all the factfiles) please see 
Customer Relationship Management, Volume 1.