The Future of CRM CoE Success
Today, we start with a framework for CRM CoE maturity; over time, our research will identify the key performance indicators (KPIs) that predict CRM Center of Excellence (CoE) economic success.
Discovery Phase
The 2025 State of CRM CoE report has two audiences: 1) C-Suite and VP executives and 2) CRM CoE leaders and practitioners.
- What CRM CoE functions correlate with ROI and strategic business outcomes?
- How do your leadership perspectives align with executive perspectives with respect to the CRM CoE?
Future investigations will deeply investigate the KPIs predictive of CoE business impact and ROI.
C-Suite Leaders: Share Your Insights
Please participate in our brief ROI survey designed exclusively for senior executives. The "CRM CoE Economic Impact & ROI Survey" assesses the economic impact of CRM CoE investments. VP and C-Suite participants, your insights will:
- Help define critical ROI benchmarks.
- Influence industry-wide standards for measuring economic impact.
- Guide strategic CRM CoE investment decisions across your industry.
Your responses contribute to pioneering research that informs future CRM strategy and investment.
Go To: CRM CoE Economic Impact & ROI Survey
CRM CoE Leaders and Practitioners:
Contribute your insights by taking our 81-question CRM CoE maturity assessment. It measures your CoE across 27 functions in our master framework and instantly produces a report identifying the top three functions to improve first to make the greatest impact.
- Discover where your CoE can drive the most value.
- Gain deeper insights by taking the assessment with your leadership team.
- Help shape industry benchmarks and strengthen CRM excellence.
Together, We Shape the Future
We're at the start of a transformative journey. Our aim is to identify and measure the CRM CoE capabilities that drive performance.
By defining the right questions, we’ll enable CoEs to benchmark effectively, gain clarity, and unlock powerful, actionable insights for the future of CRM excellence.
