How are 130 UK businesses using CRM systems? Find out in the results of this survey. Customer relationship management software has evolved. Newer versions can be delivered via the cloud, pushed out to mobile devices and are able to utilise social media sites. CRM can deliver benefits to multiple departments - not just sales and marketing. Customer retention is boosted, interdepartmental communication is improved, data and work duplication is reduced and workflows are made more visible to all. This paper looks at the results of a survey of 130 UK business decision makers and examines how they are using CRM systems and what they are achieving from them, as well as where the technology will go in the future.