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Auto Sites Ignore Customers' Online Requests for Help

Published by: Jupiter Research Corporation

Published: Dec. 10, 2001 - 6 Pages


Table of Contents



Key Questions
  • Where are automotive companies placing their CRM spend today?
  • Do automotive sites meet online customers’ expectations for service?
  • Where should automotive companies make CRM investments to improve customer
    satisfaction today and build capabilities for the future?

Abstract

While 97 percent of executives recently surveyed by Jupiter will increase customer relationship management (CRM) spending in the next 24 months, only 55 percent plan to invest in technologies to support online customer self-service. Online customer self-service is found on only 10 percent of sites and is a key means of cost-effectively handling the explosion in online inquiries over the next five years—from 870 million in 2001 to 4.7 billion in 2006.

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