CRM Barometer 2018 – UK’s largest CRM survey

How do leading companies focus on customer experience with their CRM work?

The CRM Barometer is a leading annual survey and report that focuses on how companies work with CRM.

We can clearly see that the CRM departments’ customer focus has spread and now affects the entire organization. With this report, we hope to inspire the CX & CRM community to lead the way towards a customer-obsessed organization. Find out how your company measures up against your competitors.

Key Headline Stats

20% plan to drive change to match customer behaviors
22% of businesses to increase focus on existing customers
23% plan to collect and improve their customer data
28% plan to create a customer focussed culture

Open the full report

OTHER INSIGHTS

From Challenge to Success: PayEx’s Story

Effective Customer Communication Enables a Successful Debt Collection Process for PayEx Sometimes, customers fail to pay their invoices on time. Debt collection is the systematic process of following up on and recovering outstanding debts. Unpaid invoices not only mean lost revenue and reduced liquidity for businesses, but they also risk damaging customer relationships. Since its […]

Smarter customer communication with Volkswagen

In the automotive industry, there are several critical moments in the customer lifecycle that are important for maintaining customer loyalty and optimizing the customer experience. Volkswagen Group, as a leading car manufacturer, has identified key areas where they need to communicate effectively with their customers.

LF Västernorrland: Smarter customer communication

LF Västernorrland is a locally customer-owned company, offering all aspects of financial security. From personal advice in banking, pensions, insurance, real estate brokerage, claims settlement, and damage prevention. LF Västernorrland provides insurance for individuals, families, businesses, and employees. LF Västernorrland was positively surprised by the number of customers activated related to unpaid invoices. Together with […]

Video: LF Västernorrland has automated parts of their communication to enhance customer experience and increase sales opportunities

LF Västernorrland is a locally customer-owned company, offering all aspects of financial security. From personal advice in banking, pensions, insurance, real estate brokerage, claims settlement, and damage prevention. LF Västernorrland provides insurance for individuals, families, businesses, and employees. Wiraya is a partner for the insurance side B2C in this case.