India CRM Customer Satisfaction Analysis

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This study maps the customer behaviour and expectations from the implemented CRM solution by Indian enterprises. The analysis highlights the key business challenges driving adoption of CRM solution, vendor evaluation criteria and purchase decision making process in India.

Table of Contents

India CRM Customer Satisfaction Analysis, India CRM Customer Satisfaction AnalysisCRM Survey OverviewCRM Survey OverviewDemographics of the SampleKey HighlightsLevel of CRM ImplementationCRM Adoption by Product SegmentsCRM Adoption in VerticalsVendor PresenceTenure of Implementation of CRMNumber of Users of CRMNumber of LocationsUser Licenses across CRM SegmentsOrganisation Level of ImplementationCRM Usage by Employee LevelBusiness ChallengesKey HighlightsCritical Business ChallengesVendor Selection CriteriaKey HighlightsVendor Selection CriteriaPurchase Triggers for CRM DeploymentKey HighlightsPurchase Triggers for CRMInfluencers of CRM PurchaseLevel of Customer SatisfactionKey HighlightsLoyalty AssessmentKey HighlightsRepeat PurchaseCommitment to the VendorAnalysis of Satisfaction Level Versus LoyaltyFrost & Sullivan Award - India CRM Customer Service Leadership AwardAward DescriptionResearch MethodologyMeasurement Criteria




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