Dimensional Research surveyed over 500 CRM business stakeholders and decision makers to understand attitudes towards customerexperience, organizational ownership, and current approaches to CRM. We analyzed these findings to discover:

• How do functional team ownership and choice of customer data platform impact customer experience?
• Is there a single approach to CRM, CX, and customer data management that leads to higher customer satisfaction?
• What team should have the ultimate ownership of CRM and customer experience?