The single most important factor when evaluating a CRM solution is the ability to integrate with existing technology, said 36% of respondents to a recent survey carried out by YOUcentric, Inc. More than 250 senior business executives responsible for e-business and CRM services participated.
Other key findings of the survey were:
- The second most important factor when evaluating a CRM solution is a solution tailored to fit a company’s exact needs (25% of respondents).
- Respondents identified the biggest challenges to CRM success as integration into legacy data and low adoption rate by users.
- To date, 40% of respondents have seen a solid return on their CRM investment, 80% of respondents indicated that they’ve seen moderate to solid ROI. More than 65% of respondents also indicated that a proven return on investment will be the most important element of CRM in the future.
- Companies are setting aggressive goals for CRM projects. More than 65% of respondents expect CRM to increase sales revenue more than 10%, with 27% expecting an increase in sales of over 20%.
A one-page summary of the survey is available upon request: contact Sandra Singh (details below).