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This study maps the customer behaviour and expectations of enterprises which have deployed and are using OCRM solutions in ANZ. The analysis highlights the key business challenges driving adoption of OCRM solution, vendor evaluation criteria and purchase decision making process, apart from identifying the most suitable vendor in the ANZ OCRM market.
CRM Survey Overview
- CRM Survey Overview
Demographics of the Sample
- Demographics of the Sample
Business Challenges
- Business Challenges
Vendor Selection Criteria
- Vendor Selection Criteria
Purchase Triggers for CRM Deployment
- Purchase Triggers for CRM Deployment
Level of Customer Satisfaction
- Level of Customer Satisfaction
Loyalty Assessment
- Loyalty Assessment
Frost & Sullivan Award: ANZ CRM Customer Service Leadership Award
- Frost & Sullivan Award: ANZ CRM Customer Service Leadership Award
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Australia and New Zealand CRM Customer Satisfaction Analysis
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