25 pages; based on the experiences of 216 companies A key challenge companies face today involves integration with sales and marketing processes and platforms. Leading CRM/SFA solution users and providers are just now beginning to focus on this integration challenge, which is ushering in the next evolution in CRM/SFA technology, what Gleanster refers to as Integrated CRM or “iCRM.”This Gleansight benchmark report explores why companies today are implementing integrated CRM/SFA platforms, the challenges they are encountering during and after these implementations, and the performance metrics they are using to track and measure their progress over time.

1. Integrated Customer Relationship Management (iCRM) Report Key Findings Deck Publication Date: 5/2011 1

3. Top 3 reasons Top Performers use iCRM

4. Top 3 tactics Top Performers use to outperform peers with iCRM initiatives

5. Most common challenge Top Performers face with iCRM

7. Improve sales data quality and analytics Enable sales management to receive info and make real-time decisions Streamline and establish consistency in the company’s sales process Value Drivers 4

8. Driving sales personnel adoption Ensuring data credibility Integrating the platform with other company sales and marketing software/systems Modifying the platform to fit the company’s sales processes Challenges 5

9. Annual revenue Actual vs. forecasted revenue Win/loss percentage by rep System usage Average deal size Performance Metrics 6

10. Download the Full Benchmark Report for Free (with complete vendor landscape) 7 http://bit.ly/l5LkGz