An overwhelming majority of businesses utilizing customer relationship management (CRM) products say the technology has yielded demonstrable benefits and produced notable investment returns for them, according to a new Aberdeen Group report based on the first large-scale quantitative CRM user survey of its kind.

To determine and document the benefits and returns experienced by a large population of CRM users, Aberdeen surveyed customers of Siebel Systems – one of the earliest CRM market vendors and the installed base leader in CRM license sales. In addition to providing a sample size large enough to be statistically valid, Siebel's customers were able to provide a longer-term view on CRM value, since many were among the technology's early adopters. More than 325 customers provided detailed responses to the survey.

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