1. CRM Report Card Kerry Glance, Site editor, SearchCRM.com
Jon Panker, News editor, SearchCRM.com

2. About the survey Conducted via Web form, November, 2002
Invitations sent to SearchCRM.com members on nth name basis
226 surveys completed
Results to be published on

3. Highlights
In 2002, CRM spending was less than planned, projected increase in CRM spending for 2003
Significant interest in marketing automation and business intelligence
Planning, ROI and integration still pain CRMers
Perception ratings of major CRM vendors indicate satisfaction with product features

4. Demographics

5. Who took the survey
“Which of the following most closely describes your primary job function?”
N=226

6. “Where is your primary workplace located?”
Who took the survey
“Where is your primary workplace located?”
N=226

7. Company size -- employees
“How many employees are in your entire organization?”
Avg. N=226

8. Company size -- revenue
What is your organization’s annual revenue?
Avg. N=226

9. Spending & selection criteria

10. “Compared to your 2002 budget, has your actual spending on CRM been…”
Spending vs. plan, 2002
“Compared to your 2002 budget, has your actual spending on CRM been…”
N=226

11. Growth chart
“How will your company's spending on CRM-related products and services change over the next 12 months?”
N=226

12. N=226
Evaluating CRM
How important are the following criteria in the selection of CRM technology?
# of respondents

13. *Excludes “don’t know”
Deployment status*
N=226
*Excludes “don’t know”
# of users

14. *Excludes “don’t know”
Deployment status*
N=226
# of users
*Excludes “don’t know”

15. How CRM Vendors are perceived
We asked: “Rate your perception of the these vendors in the following categories…”

16. Product features Average perception ratings of major CRM vendors*
(1=worse than average, 5=better than average)
N=226
# of users
*excludes “don’t know”

17. Cost Average perception ratings of major CRM vendors*
(1=worse than average, 5=better than average)
N=226
# of users
*excludes “don’t know”

18. Service & Support Average perception ratings of major CRM vendors*
(1=worse than average, 5=better than average)
N=226
# of users
*excludes “don’t know”

19. Attitudes

20. “In general, CRM vendors oversell the benefits of their products”
Wary of vendor hype
Provide your opinion of this statement:
“In general, CRM vendors oversell the benefits of their products”
Strongly disagree
Strongly agree
N=226

21. “CRM will be a meaningful term 5 years from now”
“CRM” 5 years from now
Provide your opinion of this statement:
“CRM will be a meaningful term 5 years from now”
Strongly disagree
Strongly agree
N=226

22. “I see significant value in using hosted CRM”
Provide your opinion of this statement:
“I see significant value in using hosted CRM”
Strongly disagree
Strongly agree
N=226

23. Provide your opinion of this statement:
Microsoft
Provide your opinion of this statement:
“We will seriously consider Microsoft CRM in future CRM product selections”
Strongly disagree
Strongly agree
N=226

24. CRM Expectations
How would you describe the success of your CRM initiatives up to this point compared to your expectations?
More than 54% see increase
Factor out “don’t knows” and it jumps to 63%
Only tiny % see declines
N=226

25. Multiple responses allowed
CRM Obstacles
Select the most significant obstacles your organization has encountered to the successful completion of CRM projects:
More than 54% see increase
Factor out “don’t knows” and it jumps to 63%
Only tiny % see declines
Multiple responses allowed
N=226

26. Do you measure the ROI of CRM projects?
N=226

27. ROI
Select the most important ROI criteria you believe should apply to CRM projects…
N=226, multiple responses allowed

28. Commitment to…integration
Which CRM initiatives do you expect will receive the greatest commitment from your organization in terms of money and staff in the next year?*
Surprising strength of Web-based customer services
Second most important is data management related: data mining, BI
Leveraging what data we already have
* Excludes “other”
N=226, multiple responses allowed

29. Commitments…cont’d
Which CRM initiatives do you expect will receive the greatest commitment from your organization in terms of money and staff in the next year?*
Surprising strength of Web-based customer services
Second most important is data management related: data mining, BI
Leveraging what data we already have
* Excludes “other”
N=226, multiple responses allowed

30. Questions/comments