Singapore CRM Customer Satisfaction Analysis

Singapore CRM Customer Satisfaction Analysis

RELEASE DATE
01-Dec-2005
REGION
Asia Pacific
Research Code: 4Z67-01-00-00-00
SKU: IT02438-EU-MR_15801
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Description

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.

Table of Contents

CRM Survey Overview

  • CRM Survey Overview

Demographics of the Sample

  • Demographics of the Sample

Level of CRM Implementation

  • Level of CRM Implementation

CRM Adoption by Product Segments

  • CRM Adoption by Product Segments

CRM Adoption by Verticals

  • CRM Adoption by Verticals

Vendor Presence

  • Vendor Presence

Tenure of Implementation of CRM

  • Tenure of Implementation of CRM

Number of Users of CRM

  • Number of Users of CRM

Number of Locations

  • Number of Locations

User Licenses across CRM Segments

  • User Licenses across CRM Segments

Organization Level of Implementation

  • Organization Level of Implementation

CRM Usage by Employee Level

  • CRM Usage by Employee Level

Business Challenges

  • Business Challenges

Critical Business Challenges

  • Critical Business Challenges

Vendor Selection Criteria

  • Vendor Selection Criteria

Purchase Triggers for CRM Deployment

  • Purchase Triggers for CRM Deployment

Level of Customer Satisfaction

  • Level of Customer Satisfaction

Loyalty Assessment

  • Loyalty Assessment

Best-placed CRM Vendor (Top of Mind Vendor Analysis)

  • Best-placed CRM Vendor (Top of Mind Vendor Analysis)

Analysis of Satisfaction Level Versus Loyalty

  • Analysis of Satisfaction Level Versus Loyalty

Frost & Sullivan Awards

  • Frost & Sullivan Award: Singapore OCRM Customer Service Leadership Award 2005
Related Research
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.
More Information
No Index Yes
Podcast No
WIP Number 4Z67-01-00-00-00
Is Prebook No