Malaysia CRM Customer Satisfaction Analysis

Malaysia CRM Customer Satisfaction Analysis

RELEASE DATE
13-Dec-2005
REGION
Asia Pacific
Research Code: 4Z89-01-00-00-00
SKU: IT02451-EU-CR_15814
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Description

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.

Table of Contents

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
Related Research
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.
More Information
No Index Yes
Podcast No
WIP Number 4Z89-01-00-00-00
Is Prebook No