Low take up of CRM systems could be based on fears of exaggerated benefits

Domestic companies are showing little interest in Customer Relationship Management (CRM) systems which are aimed at making company-customer re lations more efficient. Over the last two to three years not even zl. 50 million was spent on CRM systems, which represents a fraction of the IT market. Consulting company Process4E carried out market research on the usage of CRM systems. They found that the number of companies that produce these systems, as well as enterprises who purchase them, is very small compared to EU countries. Around 150-200 projects have been realized so far, of which 38% were done by the companies from the IT sector. CRM helps expand a company's information base about its clients as well as improve the services it offers. According to Process4E's report the average cost i mplementing CRM, including the license and associated services, is zl. 175,000. "In our opinion, managers are reluctant to invest in CRM because they distrust IT companies and promises that CRM will make them more e fficient, lower costs and increase sales," said Process4E consultant Maciej Stanuch. (Gazeta Wyborcza, p. 22) A.Z.