VJESI Leadership Survey #4 conducted 3/12/02	Percentage %
Q1 Is there a CRM initiative in your org?
Yes, we have just begun	31
Yes, we are at the stage of initiating it	18
Yes, our technology and process are in place	24
No, it is a luxury in this economy	2
No, it doesn't fit our business model	7
No, it is not high on our strategy priorities	18
Total	100
Q2 How is CRM viewed within your org?
As a business philosophy	56
As a set of processes	28
As software tools	8
None of the above	2
Other	6
Total	100
Q3 Will spending on CRM initiatives in 2002
Increase	50
Decrease	7
Stay the same	23
Are non existent	20
Total	100
Q4 How many core technologies inc to deliver CRM?
Three	69
Four	7
Five	9
More than five	9
Other	6
Total	100
Q5 Which of your systems do you integrate?
Sales	20
Marketing	23
Customer service	23
Billing	6
Fulfillment	9
All of the above	13
They still don't talk to each other	6
Other	0
Total* see notes	100
Q6 Which is a better CRM strategy?
A single vendor	35
Best of breed	65
Total	100
Q7 What was degree of difficulty?
Very difficult	44
Somewhat difficult	36
Fairly difficult	8
Not difficult at all, easy	12
Total	100
Q8 Did you need to address privacy?
Yes	69
No	28
Somewhat	3
Total	100
Q9 If yes, did you communicate Write in response
Yes	67
No	33
Total	100
Q10 How long did it take to implement CRM initiative?
2 years	19
1 year	6
6 months	6
We're still working on it	69
Total	100
Q11 Is there a CRM evangelist? Write in title
Yes	69
No	31
Total	100
Q12 How long for users to be comfortable?
1-3 months	19
4-6 months	37
7-12 months	44
Total	100
Q13 Did you provide user training?
Yes	87
No	13
Total	100
Q14 If yes what type of training?
In house	69
Vendor provided	31
Total	100
Q15 Are you satisfied with results of CRM initiatives?
Very satisfied	3
Somewhat satisfied	58
Not at all satisfied	12
Not sure	24
Write in response	3
Total	100
Q16 Are your CRM initiatives moving online, utilizing
Yes	94
No	6
Total	100
Q17 Are your CRM initiatives for prospects as well?
Yes	75
No	25
Total	100
Q18 How do you measure CRM success?
Cost savings	12
Revenue enhancement	26
Customer value improvements	9
All of the above	53
Other	0
Total	100
Q19 What are your own best or worse personal examples of CRM? Write in response
Job Title
Director	18
Manager	2
Pres/CEO/GM	22
SVP/VP	58
Other, specify	0
Total	100
Job Function
Administration	22
Finance/Human Resources	0
IT/MIS	4
Marketing	58
Operations	9
Sales	7
Other, specify	0
Total	100
Industry
Catalog	25
Computer Services	2
Consulting	18
E Commerce	9
Financial	2
Fulfillment	0
Insurance	7
List	7
Non-profit	2
Publishing	13
Retail	2
Telemarketing Services	0
Telco & Utilities	2
Travel & Entertainment	2
Other, specify	9
Total	100
Notes Q5 expressed as integrated processes
2 linked	16
3 linked	27
4 linked	16
All of the above	27
Don't talk	14
Total	100