Users rated their satisfaction with the systems used and the service provided by the vendors on the basis of 36 characteristics with school grades (1 - very good to 5 - poor). The satisfaction characteristics related to the software, the maintenance partner, the implementation partner and the implementation project. The benefits of the CRM deployment were examined, as were the challenges of CRM implementation and operation.
Overall, users are quite satisfied with their CRM solutions and software partners: When asked about satisfaction with the system as a whole, the average score was a 2 plus (1.92). The mean rating for satisfaction with the maintenance partner overall was even slightly higher at 1.9.
A closer look at the various satisfaction aspects reveals a much more differentiated picture. While aspects such as the stability and functionality of the system or the accessibility and competence of the provider definitely confirm the good ratings, others obviously hold one or two nasty surprises in store: In particular, the CRM systems receive poorer marks for the system-related aspects of forms and evaluations, mobile usability, adaptability and documentation. Clearly, the CRM solutions are lagging behind here, despite the rapid technological development.
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