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This study maps the customer behaviour and expectations from CRM solution implemented in Malaysian enterprises. Further the study also assesses the most suitable vendor fulfilling customer criteria and challenges, alongwith a top of the mind vendor analysis in Malaysia CRM market.
CRM Survey
- CRM Survey Overview
Demographics of the Sample
- Key Highlights
- Level of CRM Implementation
- CRM Adoption by Product Segments
- CRM Adoption in Verticals
- Vendor Presence
- Tenure of Implementation of CRM
- Number of Users of CRM
- Number of Locations
- User Licenses across CRM Segments
- Oraganisation Level of Implementation
- CRM usage by Employee Level
Industry Challenges
- Key Highlights:
- Critical Business Challenges
Vendor Selection Criteria
- Key Highlights
- Vendor Selection Criteria
Purchase Triggers for CRM Deployment
- Key Highlights:
- Purchase Triggers for CRM
- Influencers of CRM Purchase
Level of Customer Satisfaction
- Key Highlights:
Loyalty Assessment
- Key Highlights
- Repeat Purchase
- Commitment to the Vendor
Analysis of Satisfaction Level versus Loyalty
- Statistical Test: Chi-Square Test
Frost & Sullivan Award: Malaysia CRM Customer Service Leadership 2005
- Award Description
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| Deliverable Type | Customer Research |
|---|---|
| No Index | Yes |
| Podcast | No |
| WIP Number | 4Z89-01-00-00-00 |
| Is Prebook | No |
Malaysia CRM Customer Satisfaction Analysis
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