115
When the same industry sectors are asked about how well information and technology supports their SRM activities, the picture changes somewhat. While overall satisfaction levels remain low, it is the oil and gas companies that are most satisfied with their systems, followed by manufacturing and financial services. Utilities companies express the most dissatisfaction.
Figure 5.6. How well current IT systems are supporting SRM – industry sector
■ FINANCIAL SERVICES ■ FMCG / CPG ■ IT / HIGH TECH ■ MANUFACTURING ■ OIL AND GAS ■ UTILITIES
60%
50%
40%
30%
20%
10%
0%
VERY STRONGLY
ADEQUATELY
POORLY
VERY POORLY
The sell side experience confirms the lack of effective IT systems. 75% of sell side respondents report that less than half of the customers with whom they are engaged in SRM programmes, have an effective IT system enabling any form of collaboration.
1 Figure 5.7. Effective customer SRM IT systems – sell side
33%
30%
14% 12%
11%
76100%
5175%
2650%
125%
NONE
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