UK leads the way in CRM

NEWS The UK call centre market leaves the rest of Europe trailing when it comes to embracing CRM (customer relationship management) technology, according to a report from Datamonitor. The study claims the UK currently accounts for 41 per cent of the western European total of CRM-enabled call centre operators, and estimates that UK spend on CRM will reach $2.5bn by 2003. Datamonitor claims the UK's lead in CRM is due to the relative size and maturity of the country's market, and the lack of a language barrier for US vendors.