Customer Relationship Management – Maturity Model


Research findings from the Ventana group on its customer relationship maturity model, compared 150 companies from a cross section of industries comparing Customer Relationship as a core organizational competency and introducing a model than can form a basis to benchmark and track performance.

CRMMaturity_Fig1_1

Whilst 100% of respondents considered themselves to be customer focused, the findings showed 44% of the respondents had a more tactical approach to CRM, and over 50% had started to adopt more innovative processes people and technologies to help them build better customer relationships. It showed that 12% could be seen as innovative as they use the latest techniques, people, processes and technologies and have trained and incentivized their employees to use these.

The link (Customer Relationship Maturity Research findings) contains a snapshot of “takeaway” issues from the survey along with a link to the webinar that presented the findings.