User Survey Analysis: Practitioners Help Shape Agenda for Gartner's 2010 European CRM Summit


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To prepare for the 2010 European CRM summit, we surveyed previous conference attendees and Gartner clients with a responsibility for CRM. Business and IT leaders planning a CRM initiative should read this document to understand the main CRM challenges and issues facing European businesses today.

Table of Contents

  • Key Findings and Recommendations
  • Introduction and Survey Objectives
  • Methodology Statement
  • Gartner Recommendations Based on Findings
  • Data Insights
    • Survey Sample Demographics
    • Cautious Outlook for European CRM Software Market
    • New CRM Selections Taking Place, Albeit Slowly
    • Customer Satisfaction Remains Top Objective for CRM Initiatives, but New Customer Acquisition Rises to No. 2 in Importance
    • Topics of High Interest for Respondents in 2010
    • Key CRM Challenges Respondents Face in 2010
  • Methodology
  • Recommended Reading
© 2009 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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