When it comes to customer relationship management software, the market is awash with choices - and a huge number of companies are testing the water. Yet while managers may have a gut feeling that their CRM and self-service investments are paying off, those looking for concrete numbers may do better to ask not just whether the company is getting its money's worth, but whether its customers are, too.
Such questions have been front of mind for Hubb Financial Group, a Sydney-based investment house with tens of thousands of primarily individual investors spread around Australia, South-East Asia, India, the Middle East and the United States.