Total Recall:CRM Systems for Destinations

Primary CRM System Utilized For Managing Sales

35.4%

18.8%16.7%

12.5%

6.3%4.2%

2.1% 2.1% 2.1%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

CustomProgramme

createdspecifically

for yourorganisation

Other Simpleview eBMS /Ungerboeck

MicrosoftAccess

Salesforce ACT IDSS No CRMsystem to

manage sales

Frequency of Use

79.2%

8.3% 6.3%2.1% 2.1% 2.1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Daily (log on formultiple hours)

Daily (log on afew times a day)

Weekly Monthly Quarterly Less than 3 timesper year

Reasons for Using CRM

58.3%

52.1%47.9%

35.4%31.3%

22.9%

8.3%4.2%

0%

10%

20%

30%

40%

50%

60%

70%

Do You Share Information with Marketing Partners?

Yes, 41.7%

No, 58.3%

How Effective Is Your CRM System?(Scale 1=poor, 10=excellent)

7.46

7.08

6.73

6.31

6.15

6.00

5.54

5.23

4.40

4.19

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00 10.00

Contact management

Account management

Partner / Stakeholder management

Lead / BID management

Lead / BID management

Tracking lead / BID responses from partners

Producing bid responses and generating proposals

Mining for leads and new business opportunities

Integrating CRM with website, mobile

Creating processes to improve overall workflow efficiencies

CRM Integration With Other Systems

58.3%

37.5%

27.1% 27.1%25.0%

22.9%

16.7%

8.3% 8.3%4.2% 4.2% 4.2%

0%

10%

20%

30%

40%

50%

60%

70%