FYI: Go for Broke

Got spare cash? Spend it on customer service, advises a Jupiter Media Metrix study. The number of people seeking online customer service is expected to double from 33 million in 2001 to 67 million in 2005. Faced with rising customer dissatisfaction, 74% of businesses expect to spend more money on customer relationship management (CRM) infrastructure this year than they did in 2000, Jupiter analysts say. A majority of firms plan to boost spending by 25% to 50%.

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