How do leading companies focus on customer experience with their CRM work? How is CRM measured? And what are the biggest challenges?
The CRM Barometer is a leading annual survey and report that focuses on how companies work with CRM.
We can clearly see that the CRM departments’ customer focus has spread and now affects the entire organisation. With this report we hope to inspire the CX & CRM community to lead the way towards a customer obsessed organisation. Found out how your company measures up against your competitors.
Key Headline Stats
20% plan to drive change to match customer behaviours
22% of businesses to increase focus on existing customers
23% plan to collect and improve their customer data
28% plan to create a customer focussed culture