In July 2018, Callahan & Associates surveyed credit union executives to glean perspective into the consumer relationship management (CRM) system marketplace. Technological advances in recent years have resulted in exponential increases in both the volume and variety of data available for collection and analysis. The ecosystem of CRM systems has evolved as well, offering institutions a wide range of choices, with varying levels of customization from turn-key out-of-the-box solutions, to fully bespoke systems tailored to an organization's specific needs.
In simple terms, the primary goal of this survey was to better understand and quantify credit union CRM system adoption and satisfaction. As such, we surveyed respondents across a number of factors ranging from the lifecycle of the CRM selection and implementation process, to purchasing criteria to post-purchase vendor engagement.
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