A brief VP and C-suite survey gathering perspectives on the economic impact of your company's CRM CoE investments.
Click the button below to start.
Respondent Profile responses help classify insights.
Question 2 of 32
Please provide your LinkedIn User Profile URL
Question 3 of 32
Please provide your employer's LinkedIn Company Page URL
Question 4 of 32
What best describes your role?
CIO/CTO
CRM CoE Leader
Senior Executive (VP, SVP, Director)
CRM Industry Consultant
CRM CoE Practioner (System Admin, Developer, BA, SA, Architect)
Question 5 of 32
Which industry does your organization belong to?
Agriculture
Automotive
Biotechnology
Chemicals
Communications & Media
Consumer Goods
Education
Energy & Utilities
Engineering, Construction, Real Estate
Healthcare & Life Sciences
Financial Services
Manufacturing
Nonprofit
Professional Services
Public Sector
Retail
Technology
Travel, Transportatation, Hospitality
Question 6 of 32
How many CRM users are there in your organization?
<500
500-1000
1001-5000
5001-10,000
10,000+
CRM CoE structure type and maturity level aggregates segment other responses by structure and maturity.
Question 8 of 32
Does your organization currently have a CRM Center of Excellence (CoE)?
Yes, formal and mature
Yes, formal but still evolving
Informal or fragmented
No, but considering one
No, not planning one
Question 9 of 32
What are the two highest priority objectives of your CRM CoE? (select only 2)
Risk mitigation / Governance
Enhanced user adoption
Cost optimization & reduction
Improved Net Promoter Score (NPS)
Revenue growth
Innovation enablement
Question 10 of 32
How would you describe your CRM CoE’s current maturity?
Initial (early stage, reactive)
Developing (processes emerging, limited governance)
Defined (clear governance, proactive management)
Mature (advanced governance, measurable ROI)
Optimized (fully integrated, high-value realization)
Economic Impact & ROI Measurement gather executive perspectives on CRM CoE return on investment.
Question 12 of 32
Do you have a formal method or framework for measuring CRM CoE ROI?
Yes, well-defined and consistently used
Yes, but inconsistently applied
No, we measure ad-hoc
No, we do not measure
Question 13 of 32
Which of the following economic outcomes do you currently measure as part of CRM CoE ROI? (Check all that apply)
Cost Avoidance
Cost Savings
Revenue Growth
Customer Retention & Satisfaction
Reduction in Technology Debt
Operational Efficiency
None/Not applicable
Question 14 of 32
How frequently do you review and communicate CRM CoE economic metrics?
Monthly
Quaterly
Annually
Rarely/Never
Question 15 of 32
Which of the following types of KPIs do you consider essential for CRM CoE ROI evaluation? (Check all that apply)
User adoption & utilization
Reduction in CRM operating costs
Customer satisfaction (NPS)
Revenue directly attributable to CRM initiatives
Efficiency in CRM delivery and deployment
Data quality & governance metrics
Reduction in risk (e.g., security, compliance)
CRM CoE Investment Priority questions help understand executive perspectives on future investments..
Question 17 of 32
Which area of CRM CoE investment delivered the most significant economic impact in the last year?
Data Management & Integration
Innovation (AI, Generative AI, Automation)
DevOps & Continuous Delivery
Change Management & User Adoption
Risk Management & Security
Question 18 of 32
What is your top priority for CRM CoE investment for the upcoming year?
Generative AI implementation
Improving data quality & integration
Enhancing user adoption
Cost optimization
Strengthening governance & risk management
Generative AI and CRM CoE questions are used to understand how executives view this quickly emerging set of tools.
Question 20 of 32
How mature is your organization's adoption of Generative AI within your CRM?
Fully adopted and integrated
Currently experimenting or in pilot stages
Exploring options but no current use
No plans or consideration yet
Question 21 of 32
What do you consider the biggest benefit of integrating Generative AI into your CRM CoE?
Cost reduction & productivity gains
Enhanced customer experience & satisfaction
Accelerated innovation & competitive advantage
Risk and compliance management
Improved decision-making & insights
Unsure or not applicable
Challenges and Opportunities questions are used to identify executive concerns.
Question 23 of 32
What are the top three challenges faced by your CRM CoE? (Check top 3)
Lack of executive sponsorship
Difficulty measuring ROI and economic impact
Fragmented CRM environments
Technology debt and complexity
Lack of skilled resources and talent
Budget constraints
User resistance and adoption challenges
Data integration and quality issues
Question 24 of 32
What are your top three anticipated opportunities from your CRM CoE in the next 12-18 months? (select 3)
Clear measurement of economic value and ROI
Enhanced decision-making through data and AI
Revenue growth from CRM initiatives
Stronger governance and reduced risks
Improved customer retention and satisfaction
Operational efficiency and reduced costs
Increased innovation adoption
Industry Standards & Community Insights responses identify executive interest in future participation in CRM CoE standards and benchmarks research.
Question 26 of 32
Do you think there is a need for industry-standard CRM CoE frameworks and certifications?
Yes, urgently
Yes, somewhat important
Neutral / unsure
No, not necessary
Question 27 of 32
Would your organization participate in industry-wide benchmarks and research?
Yes, we’d actively participate
Possibly, depending on time/effort required
Unlikely, we prefer internal measurement
Almost finished!
Question 29 of 32
Any questions we should asked or answer options provided that we did not.
Question 30 of 32
What additional topics or insights related to CRM CoE economic impact would you like addressed in future research?
Question 31 of 32
Would you be interested in receiving a copy of our annual CRM CoE Economic Impact Report?
Yes, please
No, thank you
Question 32 of 32
Please provide your name, title, and email address.