For Business Process & Applications Professionals (Length: 6 pages)

February 12, 2003

CRM Status: Satisfaction Rate Approaches 75%

by Bruce D. Temkin

with Eric Schmitt, Liz Herbert

Executive Summary (This is a document excerpt)

This is the second in the "CRM Status" brief series. We asked execs from large North American companies about their CRM progress. Despite the negative press buzz, most firms say they are pleased with both their CRM business results and app vendors.

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Figures & Data
  • Figure 1.  CRM Satisfaction Level And Major Obstacles
  • Figure 2.  Difficulties Across CRM Project Phases
  • Figure 3.  Activity And Satisfaction With CRM Software Vendors
  • Figure 4.  Problems Reported By Satisfied And Dissatisfied CRM Users
   

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Analyst: Bruce D. Temkin
Technology: Customer Relationship Management, Packaged Applications
Geography: North America
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