Why Bother With eCRM?

Because:

• It costs six times more to acquire a new customer than keep an old one.
  
• The odds of selling a product to a new customer are 15%, while the odds of selling it to an existing customer are 50%.
  
• One dissatisfied customer typically tells eight to ten people about his or her experience.
  
• 70% of complaining customers will do business with the company again if it quickly takes care of a service snafu.
  
• More than 90% of existing companies do not have the necessary integration of sales and service processes and systems to support e-commerce.
  
• A company can boost its profits 85% by increasing its annual customer retention by only 5%!
  
  Source: Sybase Customer Asset Management, www.sybase.com