Do you have a database that you can add and organize contacts information?

Table
Options Yes No To some extent Can't say Total No of respondents 21 34 30 15
100

Chart Do you have a contacts information database

35 30 25 20 15 10 5 0 Yes No To some extent Can't say No of respondents

Inference:
From the above chart its clear that a majority of 34 respondents do not have a database that you can add and organize contacts information. Only 21 respondents have the database.

Have you customized your database to meet your administrative and marketing needs? Table
Options Yes No To some extent Can't say Total No of respondents 22 31 27 20
100

Chart Have you customized your database

35 30 25 20 15 10 5 0 Yes No To some extent Can't say No of respondents

Inference:
From the above chart it shows that 31 respondents have not customized the database, 22 have done it, 27 have done it to some extent.

Are you tracking sales and sales opportunities and communicating to the customers on a regular basis? Table
Options Yes No To some extent Can't say Total No of respondents 19 31 22 28
100

Chart Are you tracking sales and sales opportunities

35 30 25 20 15 10 5 0 Yes No To some extent Can't say No of respondents

Inference:
Majority of 31 respondents are not tracking sales and sales opportunities and

communicating to the customers on a regular basis, only 19 respondents do it and 22

respondents do it to some extent.

Do you agree CRM makes your business more efficient and track your progress? Table
Options Strongly Agree Agree Disagree Strongly disagree Total No of respondents 38 31 11 20
100

Chart

Does CRM make your business more efficient

40 35 30 25 20 15 10 5 0 Strongly Agree Agree Disagree Strongly disagree No of respondents

Inference:
38 respondents strongly agree that CRM makes business more efficient and tracks

progress, 31 respondents agree to this fact, 11 respondents disagree and 20 respondents

strongly disagree.

Does your staff have access and knowledge about CRM activities in customer service? Table
Options Very knowledgeable Knowledgeable Somewhat knowledgeable Not knowledgeable Total No of respondents 21 11 29 39
100

Chart Does your staff have knowledge about CRM activities

40 30 20 10 0 Very knowledgeable Knowledgeable Somewhat knowledgeable Not knowledgeable No of respondents

Inference:
A majority of the respondents think that their staffs dont have access and knowledge about CRM activities in customer service; only 21 respondents feel that they are very knowledgeable.

Factors which contribute success to the customer satisfaction in CRM. Rank 1 to 4 in your own preference. Table
Delivery standards Rank 1 Rank 2 Rank 3 Rank 4 21 29 30 20
100

Complaint mechanism 24 28 29 19
100

Customer service 31 27 21 21
100

Post purchase service 22 28 31 19

100

Chart

Post purchase service

Customer service

Rank 4 Rank 3 Rank 2

Complaint mechanism

Rank 1

Delivery standards

10

15

20

25

30

35

Inference:
For delivery standards 21 respondents have ranked 1, 29 respondents have ranked two, 30 respondents have voted for rank 3 and the remaining 20 respondents have given rank 4. 24 respondents have ranked 1 for Complaint mechanism, 28 respondents have ranked two, 29 respondents have voted for rank 3 and the remaining 19 respondents have given rank 4. Customer service was ranked 1 by 31 respondent, 27 respondents have ranked two, 21 respondents have voted for rank 3 and the remaining 21 respondents have given rank 4. For Post purchase service 22 respondents have ranked 1, 28 respondents have ranked two, 31 respondents have voted for rank 3 and the remaining 19 respondents have given rank 4.

How do you segment your customers to provide the exact CRM support to them? Table
Options Point of sale devices Loyalty card programs Research firm database Other sources Total No of respondents 24 40 19 17
100

Chart

How do you segment your customers for CRM

40 35 30 25 20 15 10 5 0 Point of sale devices Loyalty card programs Research firm database Other sources No of respondents

Inference:
A majority of 40 respondents have said that Loyalty card programs is the best way to segment the customers, Point of sale devices comes next, 19 respondents said Research firm database is best and remaining 17 opted other sources.

What type of features your company requires for better CRM activity? Table
Options Sales automation Customer service/support Marketing automation Channel/partner management Total No of respondents 24 31 19 26
100

Chart
Features required for better CRM activity
35 30 25 20 15 10 5 0 No of respondents

Inference:
Customer service/support was rated as the best feature for better CRM activity by a majority of 31 respondents, Channel/partner management comes next with support from 26 respondents, Sales automation with 24 respondents and Marketing automation with 19 respondents.

How would you like the customers to use CRM support services? Table
Options Point of sale Websites Mobile customer care Other sources No of respondents 27 33 18 22

Total

100

Chart
How would you like the customers to use CRM support services
35 30 25 20 15 10 5 0 Point of sale Websites Mobile Other sources customer care No of respondents

Inference:
Websites was rated as the best method for CRM activity by a majority of 33 respondents, Point of sale activities comes next with support from 27 respondents, Mobile customer care with 18 respondents and other sources with 22 respondents.

Findings of this Survey

Majority f the respondents were not having a database where they can add and organize contacts information.

Customized database were not created by majority of the respondents to meet administrative and marketing needs.

Majority of the respondents were not tracking sales and sales opportunities and communicating the same to the customers on a regular basis.

CRM makes business more efficient and tracks its progress. The staffs dont have access and knowledge about CRM activities in customer service. Customer service was voted as the factor which contributes to the success to the customer satisfaction in CRM.

Post purchase service is also a very important service in CRM. Loyalty card program is the best method to segment your customers to provide the exact CRM.

Majority of the respondents feel that Customer service/support is required for better CRM activity.

Websites are required by the customers to use CRM support services.

Recommendations
Databases must be maintained by the companies so that they can add and organize contacts information.

Databases should be customized according to administrative and marketing needs. Sales and sales opportunities must be communicated to the customers on a regular basis. CRM must be implemented in all companies. The staffs must be given access and knowledge about CRM activities in customer service.

Loyalty card program must be is the best method to segment your customers to provide the exact CRM.