Loyalty may be 2004's main IT focus
Customer loyalty and service may be the central focus of 2004, with 38% of an IT spending survey's respondents claiming that customer-driven issues like loyalty and retention will have the greatest influence on IT investments over the next twelve months, according to AMR Research's quarterly IT spending figures.
IT spending as a whole is gaining momentum, with investments in software, infrastructure, and other areas of IT growing 4.3% in Q3 2003. And the firm's IT survey results suggest that momentum is continuing to build for 2004.
Another top area of investment for the next twelve months is networking and telecommunications, with 24% giving the area top priority, showing that many firms have realised the need for real-time connectivity for customers, suppliers, and employees alike.
AMR conducted the 200 telephone interviews with companies in the United States during October 2003. Respondents were screened for active participation in their companies' business and information technology decisions. The study was designed to capture a representative sample of manufacturing and service industries with total employee levels of 1,000 or more.