CRM Switzerland

CUSTOMER RELATIONSHIP N°1 MANAGEMENT 89,3% of businesses 35,6% O 81,9% THINK THAT CRM IS VERY IMPORTANT. 19,4% of businesses of businesses MAINTAIN POORLY THEIR THINK THAT DATA PRIVACY CUSTOMER DATA. IN CRM IS VERY IMPORTANT. of businesses SUPPOSE THAT CRM JUST O 22,2% MEANS THE CONNECTION OF ALL CUSTOMER DATA. of businesses DON'T HAVE A PERSON IN CHARGE FOR DATA PRIVACY. CUSTOMER BUYING CYCLE ONLY Wouldn't it be great if you could treat each customer as an individual pre and post purchase? 22,0% OF BUSINESSES TREAT EACH CUSTOMER INDIVIDUALLY. 90,0% CUSTOMER RELATIONSHIP / OF CRM EXPERTS BELIEVE THAT INDIVIDUAL COMMUNICATION IN CRM IS IMPORTANT. CUSTOMER ATTENTION CUSTOMER FORMATION PURCHASE DECISION ACQUISITION QUOTATION CUSTOMER LIFECYCLE TARGET GROUP CAMPAIGNS OPPORTUNITY MANAGEMENT CUSTOMER HISTORY ACCOUNT MANAGEMENT CROSS- & UP SELLING OPTIMIZATION LOYALTY CRM IN A COMPANY PROCESS MANAGEMENT EMPLOYEES & CORPORATE CULTURE INFORMATION & TECHNOLOGY PRODUCT MANAGEMENT ANALYSIS & PLANNING Microsoft BUSINESS STRATEGY COMPETITOR ANALYSIS Microsoft Dynamics MORE INFORMATION ABOUT CRM AT WwW.MICROSOFT.COM/CRM SOURCES: SWISS POST SOLUTIONS AND CLIENT VELA RESEARCH • SWISS CRM 2012 RESEARCH OF ZHAW CUSTOMER RETENTION FURTHER NEEDS eMANAGEMENT SEGMENTATION USAGE INFORMATION OPINION DISTRIBU: CUSTOMER DATA