Speed-Trap CRM 2.0. Survey

CRM 2.0 Report 2009 Sponsored by Speed-Trap http://econsultancy.com/reports/crm-2-0-report Linus Gregoriadis Research Director Econsultancy.com Email: [email_address] Website: http://econsultancy.com

Overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

Methodology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

CRM 2.0 Survey Report | http://econsultancy.com/reports/report-u CRM 2.0

What is CRM 2.0? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

Attributes of CRM 2.0 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

CRM 2.0 Survey Report | http://econsultancy.com/reports/report-u Implementing a CRM 2.0 strategy

To what extent are the following statements true for your organisation? CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

To what extent are the following statements true for your organisation? ,[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

CRM 2.0 Survey Report | http://econsultancy.com/reports/report-u Data collection

Where do you collect data relating to the online channel? ,[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

How do you collect data relating to the online channel? ,[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

Data collection ,[object Object],[object Object],[object Object],[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

Which of the following types of data do you collect or would you like to collect? CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report ,[object Object],[object Object]

Which of the following types of data are useful for targeting information or offers? CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report ,[object Object]

CRM 2.0 Survey Report | http://econsultancy.com/reports/report-u Integration of online and offline data

Storing customer records ,[object Object],[object Object],[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

How many individual online customer records does your company handle? CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

Software ,[object Object],[object Object],[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

Are you able to link data from the online channel with back office systems? ,[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

What types of data are you able to link up with back office systems? CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

CRM 2.0 Survey Report | http://econsultancy.com/reports/report-u Optimisation and personalisation

Are you able to perform any of the following techniques to optimise the user experience? CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

Are you able to perform any of the following techniques to optimise the user experience? ,[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

To what extent does your organisation recognise that a visitor to your website will not always be “wearing the same hat”? CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

CRM 2.0 Survey Report | http://econsultancy.com/reports/report-u Barriers to data collection and integration

What are the main obstacles to successfully tying up online and offline customer data? ,[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

Would you say that your organisation gets the type of data it needs from the online channel? ,[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report

Barriers to obtaining a single view of the customer CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report “ We cannot currently link online customer behaviour to a specific customer. Nor do we import offline data into our analytics system.” “ Lack of in-house resource to really look at and understand the data.” “ The fact that different analytics packages spit out different data - e.g. 40% difference in web visits between FastStats and Google Analytics.” ,[object Object],[object Object],“ There is no single analytics package that gives collated stats from across the board of data types ('page' - rich media - transactions etc) and sources (website - email - syndicated channels etc.)” “ Cost. Most of the sophisticated analytics are far, far too expensive for what they provide.” “ No clear definition of the type of analysis required and to what end it can be used, less to do with the package than the users.”

Questions? ,[object Object],CRM 2.0 Survey Report | http://econsultancy.com/reports/crm-2-0-report www.econsultancy.com All rights reserved. No part of this presentation may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage and retrieval system, without prior permission in writing from the publisher. Copyright © Econsulancy.com Ltd 2009.

Speed-Trap CRM 2.0. Survey

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Speed-Trap CRM 2.0. Survey