Consumers are 'much more confident'

Consumer confidence has risen to its highest level for 18 months, according to the latest Consumer Confidence Index by Nielsen and the British Retail Consortium.

This increasingly positive environment reflects the growing needs of a more empowered customer environment, according to David Smith, the director of operations for IMRG, which could further underline the importance of having adept customer relationship management (CRM).

He explained that while the internet was the domain of young males until recently, websites now target all demographics including so-called "silver surfers", meaning that customers are pandered to by websites using increasingly clever marketing techniques.

Additionally, more secure card transaction facilities are helping people become more comfortable with payment issues.

Mr Smith added: "I think a lot of it is to do with how we are changing as people, and being a lot more comfortable with the technology that surrounds us. It has enabled us to shop online with confidence."

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