Salesforce.com is continuing to do studies on the effectiveness of their product as it relates to important goals such as increased customer loyalty. Using information from The Conference Board’s CEO survey they did their own to find out how important company CEOs feel customer relationship management software (or CRM) is working in their organizations toward supporting customer loyalty at their organization.
They felt their results were encouraging…. this is such a gray area that any statistics and studies are welcomed in the search for better customer support, loyalty and retention. You can read more about their efforts here.