"We have surveyed the CRM practices in many of the leading chemicals and plastics producers and we have examined customer expectations. There are some pockets of excellence in the industry, but for the most part CRM Practice in the Chemicals and Plastics Industry if sadly lagging best practice," says Phil. "We have identified four classes of company in the industry in terms of their level of performance on Customer Relationship Management:
Leaders, representing 10% of the total
Followers, 30%
Laggards, 40%
Non-starters, 20%
We will reveal more details at the ECMSA Conference in Berlin."

To discover more about the results and what the industry can and should do about Customer Relationship Management you can pre-order your copy of the final report - due for publication in early November. Just call or email MarketAbility.

If you'd like to learn more about CRM and how to implement it for your business or company, then register also for MarketAbility's Academy workshop;
Customer Relationship Management in the e-business Age
(next scheduled workshop 6th-8th February, 2002)

or

Key Account Management
(next scheduled workshop 6th-7th November, 2001
(latest Academy brochure and registration form attached)


Please contact us for more information about any of these events.

Phil Allen, founder of MarketAbility, will present a paper at this year's ECMSA Conference in Berlin (8-10 October). The paper will contain the results of a major study of Chemicals and Plastics Industry CRM practice and performance.

"It is shocking to think that an industry desperately in need of higher value is giving away millions of dollars in value by failing to fulfil customer needs adequatley and failing to understand what their customers really value." says Phil. "What is worse most of the major players in this industry think they are doing a good job of ciustomer relationship management, so there is a huge element of complacency, which is blinding management to the reality of the situation."

He continued
"Our report reveals a grim picture, but we also have some recommendations on what the industry could and should do about it."

MarketAbility associates, Mike Crosswell (Managing Director of Customer Management Solutions) and Arie de Boer (Managing Director of Marketing and Management Consultancy Services) will be running a special Customer Relationship Management Workshop on Monday 8th October at ECMSA's Berlin Conference.