Follow the links below to gain access to some recent researches:
Call center statistics
Customer Satisfaction, Technology Growth, Staffing Issues, E-Commerce, IVR
Worldwide customer relationship management (CRM) spending will reach $76.3 billion
in 2005, up from $23 billion in 2000.
Use and Growth
Demand for email-marketing services will accelerate to create a $4.8 billion industry by 2003, $3.2 billion of which will be spent on companies helping marketers retain their customers by mailing to their in-house lists. The remaining $1.6 billion will go to outsourcers helping marketers acquire new customers through email.Source: Forrester Research
Global SMS trend
The United States and Canada is catching up. Asia and Europe currently send
1.4 billion SMS a month*, but North America is not far behind. In July of 2002,
North America reached 1 billion SMS a month**.
for Business-to-Business E-Commerce
While business-to-business electronic commerce accounted for just four percent of all B2B spending in 2001, online activity will rise steadily over the next five years and comprise 36 percent of all spending by 2006, reports Jupiter Media Metrix Inc., a New York-based research firm.
DM Hiring Outlook
Direct marketers are expecting to make little change in their hiring plans this
quarter, according to a survey from by Bernhart Associates Executive Search,
Over one-half of US non-profits will increase their online fundraising efforts
in 2003, and 43% will spend more on technology, reports Kintera.
Baby boomers have the time, money and lifestyle to fuel broadband growth. Never
has it been so hip to target the 55 and up demographic.
Remains Subdued in Hong Kong and Across Asia Pacific
Hong Kong, 19 December, 2002 - Continued economic uncertainty in the region
in the past six months has led the majority of consumers in Asia Pacific to
believe that recovery from the global recession is at least another twelve to
eighteen months away, according the latest results from the ACNielsen Consumer
Confidence survey conducted earlier this month.
Strong for Holiday Season
Online holiday sales, helped by free shipping
offers, are turning out to be robust, according
to several preliminary reports released Monday,
providing a bright spot in an otherwise mediocre
According to a recent Pew report, many
net users go online specifically for product information,
are happy with the results and are even motivated
to buy offline if the item is not for sale online.
Use Internet to Shop, Study Finds
Over 40% of all baby boomers shop online, although most spend only five hours
a week on the Internet, according to a new survey from Mature Marketing &
Research, of Boston