• E-com Companies spend $250 marketing to acquire a new customer. Gross revenue from that customer is $24 first quarter and $52 each quarter afterward
  
• 65% of online shoppers abandon their carts because they run into a problem and can't figure it out.
  
• CRM accounts for 28-60% of the variance in companies return on sales.
  
• Service leaders: grow twice as fast, can charge 10% more for services and enjoy 12% return on sales (vs. 1%)
  
• After researching the best way to approach a new client, prepare account plans, etc., finding a new customer is 5-15 times more expensive than keeping one. This means a 5% increase in customer retention can result in a 25-85% increase in profitability.
  
• 68% of customers who walk away from a relationship with a vendor do so because of poor customer service.

• Superior service means customers return, buying more often and in greater quantity (plus referrals!).
  
• Integrating different communication methodology (i.e. Phone, web, Email, In person) to respond immediately without the need for the customer to explain time and again.
  
• Efficient CRM solutions and data handling help companies to maintain customer service expectations while expanding from snail mail to call centers, voice response units, Internet, and e-mail. Think of the last time you called about your VISA.
  
• Companies must quickly change business actions to target new customer segments, and have a short reporting cycle to truly respond and interact with customers and their needs.

Efficiency

• It costs money to have service people hunt for information, make 2nd and 3rd phone calls, dig through cabinets, and pore through catalogs.
  
• Inefficiency means a greater number of staff are required to handle the same number of interactions, slower response times, and more dissatisfied (and disappearing) customers
  

Competition

• There are many levels of customer service. Companies stuck on the first level will lose customers to competition due to spotty and inconsistent service.

• The right hand of companies really doesn’t know what the left hand is doing. CRM helps bridge these gaps by connecting all company systems.
  
• CRM provides management more, quicker, and better information about sales opportunities and the pipeline. Through better analysis and comprehensive, easy reporting, management can get a better handle on the productivity of the sales organization and analyze the effectiveness of the sales processes in place.