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Technology Stocks : Siebel Systems (SEBL) - strong buy? -- Ignore unavailable to you. Want to Upgrade?

To: treetopflier who wrote (2331)	10/28/1998 9:02:00 PM
From: mph	Read Replies (1) \| Respond to of 6974

go2net.newsalert.com mph

To: treetopflier who wrote (2331)	10/29/1998 1:28:00 PM
From: David R. Doerr	Read Replies (1) \| Respond to of 6974

TTF; I thought you would find the following of some interest... THE COMING CUSTOMER REVOLUTION By Don Peppers A dramatic transition is under way - one that will propel the world's major corporations to organize around customers as opposed to product lines or geographical business units. Citing the results of their new survey of global companies, Andersen Consulting ( ac.com ) and the Economist Intelligence Unit ( eiu.com ) argue that "Customer Relationship Management" is now moving to the center of corporate strategy. While only 18 percent of businesses surveyed are currently organized around customer type, the figure is expected to rise to 50 percent by 2002. Companies are increasingly shifting attention from attracting new customers to retaining and growing profitable ones, according to the report. Major findings of the Managing Customer Relationships survey of 200 senior executives in North America, Europe and Asia include: -- The number of businesses citing "customer retention" as a critically important measure in the next five years has jumped to nearly 60%, as companies shift their focus from attracting new customers to retaining their more profitable ones. -- Companies are becoming more sophisticated at tracking customer profitability. Nearly 50% said that customer profitability will be a critical measure by 2002, up from 26% today. A greater number will be measuring not only customer revenues, but also when they pay, their service requirements, and whether they generate special handling costs. -- Companies will increase their empowerment of front-line employees and create cross-functional links that integrate the front line with other parts of the organization. While only 27% currently report a high degree of integration between sales and IT functions, 76% expect such collaboration to be common by 2002. -- By 2002, 83 percent of companies expect to have customer data warehouses, up from about 40 percent today. -- More than 60% of businesses believe that "changing customer demographics and needs" and the "pressure to customize" their offerings in light of these changes now have the most profound influences on their business strategies. -- This new sophisticated approach will be aided by the evolution in interactive technology, specifically the soaring popularity of the Internet. Companies predict their use of the Internet to collect customer data will surge 430% by 2002. "Focusing on customer needs seems the most basic, fundamental tenet of business. Yet, major corporations are just now beginning to blend strategic thinking, management resources, front-line support and technology to better understand and serve more sophisticated buyers," said Dale Renner, global managing partner of Andersen Consulting's Customer Relationship Management practice. He also pointed to the growing importance of assessing customer value: "Not all customers are created equal. Companies are increasingly gathering more data to discern the differences among customers and shape their offerings based on the relative value these customers bring to the enterprise." We couldn't agree more. As companies realize that different customers have different values, they will be able to coax their Most Growable Customers in more profitable directions - and make their Most Valuable Customers more loyal. The report, "Managing Customer Relationships," is available from The Economist Intelligence Unit, Tel: 0171 830 1007 (United Kingdom) or (212) 554 0600 (United States). PS You don't want any of me on the golf course.