Philippines CRM Customer Satisfaction Analysis

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This study maps the customer behaviour and expectations from the implemented CRM solution. The analysis highlights the key business challenges driving adoption of CRM solution, vendor evaluation criteria and purchase decision making process. Further the study also assesses the most suitable vendor fulfilling customer criteria and challenges, alongwith a top of the mind vendor analysis in the Philippines CRM market.

Table of Contents

Philippines CRM Customer Satisfaction Analysis, Philippines CRM Customer Satisfaction AnalysisCRM SurveyCRM Survey OverviewDemographics of the SampleKey Highlights:Level of CRM ImplementationCRM Adoption by Product SegmentsCRM Adoption by VerticalsVendor PresenceTenure of Implementation of CRM Number of Users of CRMNumber of LocationsUser Licenses Across CRM SegmentsOraganisation Level of ImplementationCRM usage by Employee LevelBusiness Challenges Key Highlights:Critical business challengesVendor Selection Criteria Key Highlights:Vendor Selection CriteriaPurchase Triggers for CRM deploymentKey Highlights:Purchase Triggers for CRMInfluencers of CRM Purchase Level of Customer SatisfactionKey Highlights:Loyalty AssessmentKey Highlights:Repeat Purchase Commitment to the vendor Analysis of Satisfaction level versus LoyaltyStatistical test: Chi-Square TestFrost & Sullivan Award: Philippines CRM Customer Service Leadership 2005 Award Description




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