Neil Woodcock, Michael Starkey and Merlin Stone

Global CRM spend is forecast to increase dramatically in the next five years. Consumers are steadily becoming less loyal, or at least happier to switch suppliers. Direct mail, telemarketing, face-to-face selling and television are the media of choice for most companies, with the most expenditure and steady growth forecast. Call centres will undergo a great change in the next few years and move away from the factory sweatshop image to a more service-oriented culture.