CRM Software Experiments and Results

CRM Research Projects
CRM Labs seeks volunteer participants who have first-hand knowledge of Software-as-a-Service (SaaS) CRM solutions for our research projects. Participants will complete surveys, be permitted to comment on aggregated survey results and will be the first to receive published findings.

SaaS Research Project
Our upcoming Software-as-a-Service (SaaS) research project will attempt to determine and weight the most significant ROI (return on investment) variables associated with a SaaS implementation and post production environment. Analysis and results will be segmented by market segment (SMB, midmarket and enterprise market), industry and country.

Do you have first-hand involvement or knowledge with a SaaS solution?
What is your role in regard to the SaaS solution?
In which industry or market segment does your company do business?
How many people does your company employ?
In U.S. dollars, what was your company's revenue in calendar 2004?
Does your company have an understood CRM or ERP business strategy?
Do you currently use a SaaS CRM or ERP software product?
How would you characterize your company's SaaS software implementation?
Has your company measured return on investment from your SaaS solution?
Does your company maintain an organized effort to gather, analyze and report on customer activities?

Please rate your organization's effectiveness:	Very Effective	Effective	Somewhat Effective	Ineffective
Ability to segment or class customers by key value criteria:
Ability to identify unique customer attributes or characteristics:
Ability to identify best and/or most profitable customers:
Ability to share customer data across the organization:
Ability for any staff to speak to customers with a consistent voice:
Ability to retain customers:
Ability to identify customer trends:
Ability to identify individual customer deviations:

How do you expect your CRM or ERP business strategy will change over the next 12 months?
How do you expect your CRM or ERP SaaS software solution will change over the next 12 months?
How do you expect your staffing will change over the next 12 months to accommodate either your CRM business strategy or your CRM software system?
What were the top three most significant variables which positively affected your SaaS implementation?
What were the top three most significant variables which negatively affected your SaaS implementation?
What are the top three most significant variables which positively affect your ongoing SaaS utilization and ROI?
What are the top three most significant variables which negatively affect your ongoing SaaS utilization and ROI?

Name:
Title:
Email Address:

To ensure candid response, all survey input is confidential and considered anonymous. Email addresses are requested for follow-up inquiry regarding the survey. Contact information is purged following the consolidation and publishing process.

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