Did CRM help you more than your competitors during the current crisis? Q1 In your view, does your organisation view its data as a strategic asset (like its buildings, products or people)?
Question 1. Do you have a CRM-tool?
Answer Q1 Yes (please specify) No Unknown
Specify Q1 (Make your choice) None Epiphany Microsoft CRM Oracle CRM On Demand PeopleSoft CRM Pivotal Salesforce.com SAP CRM Selligent Siebel Sugar CRM
Other than Specified Q1
Question 2. What is your CRM-tool being used for? (Multiple Possibilities)
Answer Q2 Sales Pipe
Forecasting
Contact Management
Customer Profiles
Segmentation
Campain Management
Service Management
No CRM tool implemented
Question 3. How did you expect to benefit from a CRM-tool during the crisis?
Answer Q3 (make your choice) Increase lead quality and conversion Save sales reps time, increase productivity Improve marketing campaign effectiveness More detailed analysis of campaign impact Eliminate contact centre complexity More personalised, consistent service Improve contact centre agent productivity Know who your most important customers are
Question 4. Did your customers become more demanding over the past few months?
Answer Q4 Yes No Unknown
Question 5. Do you feel the competition has increased?
Answer Q5 Yes No Unknown
Question 6. Did your CRM help you in your dailiy sales in the past months?
Answer Q6 Yes No Unknown
Question 7. Have you taken the crisis as an opportunity to gain marketshare?
Answer Q7 Yes No Unknown
Question 8. How are your current CRM-tools generally perceived in your company?
Answer Q8 (Make your choice) Not sufficiently used Insufficient functionalities High performance Low performance
Question 9. Which of the following budget related statements are true for your company?
Answer Q9 (Make your choice) “In the next 6 months it will be impossible to invest in new IT Hard - & Software” “There is a high pressure on reducing Total Cost of Ownership (TCO)” “Costs of new implementations should be more predictable” “We would like a more direct relation between tool usage & costs”
Question 10. Are you familiar with SaaS-Solutions?
Answer Q10 Yes No Unknown
Comparison Question Question 11. Which of the following functional features was most important for you BEFORE the crisis?
Answer Q11 (Make your choice) Lead qualification and management Campaign management Email marketing Opportunity management and forecasting 360° Customer view Centralized solutions knowledgebase Call routing and scripting Real time service optimization Customer satisfaction surveys CRM on mobile devices Supporting new types of channels Real-time and historical analysis
Question 12. Which of the following functional features is most important for you NOW?
Answer Q12 (Make your choice) Lead qualification and management Campaign management Email marketing Opportunity management and forecasting 360° Customer view Centralized solutions knowledgebase Call routing and scripting Real time service optimization Customer satisfaction surveys CRM on mobile devices Supporting new types of channels Real-time and historical analysis
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