European CRM End-Users Study

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Table of Contents

European CRM End-Users Study, Executive SummaryIntroductionIntroductionMajor FindingsSupplier Strategies for SuccessConclusionsConclusionsEuropean CRM End-Users Study, Market OverviewMarket Definitions and OverviewTotal Customer Relationship Management MarketChallenges, Drivers and RestraintsTotal RevenuesCompetitive StructureDistribution ChannelsConclusionEuropean CRM End-Users Study, Scope and Research MethodologyOverviewOverviewMethodologyMethodologySurvey MethodData CollectionEuropean CRM End-Users Study, Major FindingsSummary of Major FindingsIntroductionFrost & Sullivan's Market Engineering Award for Brand RecognitionFrost & Sullivan's Market Engineering Award for Brand RecognitionConclusionsConclusionsEuropean CRM End-Users Study, Customer Relationship Management Purchase ProcessesOverviewOverviewUser Purchase DriversUser Purchase RestraintsMotivators and the Decision-Making ProcessEuropean CRM End-Users Study, Customer Relationship ManagementCustomer NeedsCustomer NeedsCurrent NeedsCurrent NeedsTechnologyPerformancePriceUsageUnmet NeedsUnmet NeedsFuture NeedsSpendingUsageEuropean CRM End-Users Study, Customer Relationship Management User Perceptions of the MarketCustomer Relationship Management User Perceptions of the MarketCustomer Relationship Management User Perceptions of the MarketVendor PerformanceVendor PerformanceProduct QualityConfidencePricePost-Sales SupportPre-Sales ConsultancyMarketing PerformanceUnderstanding of Vertical MarketEuropean CRM End-Users Study, Customer Relationship Management Brand AwarenessBest-Known CRM VendorsUnprompted Vendor RecognitionCustomer Relationship Management Brand AwarenessCustomer Relationship Management Brand AwarenessBest-Known CRM VendorsPrompted Vendor RecognitionProduct RecognitionProduct RecognitionVendor RatingsEuropean CRM End-Users Study, Effectiveness of Sales and Marketing EffortCustomer Perceptions of Vendor MarketingCustomer Perceptions of Vendor MarketingAll RespondentsCRM End-UsersPotential CRM UsersMedia for Learning About VendorsMedia InfluencesProduct Development KnowledgeDefinition of Customer Relationship ManagementDefinition of Customer Relationship Management




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