CRM Client Analyser

Please answer the following questions to assess your CRM readiness across multiple domains.

Customer Care
Q1: How often do you measure customer satisfaction?
-- Select an option --
- On a regular basis (monthly/quarterly)
- Less than every six months
- Never/Don’t know
How would you rate your company’s ability to resolve client issues?
-- Select an option --
- Excellent – issues are resolved immediately without exception
- Good – issues are resolved in an acceptable amount of time
- Average – win some we lose some
- Below Average – client issues are frequently escalated before being resolved
- Poor – we need lots of help
Do you find your staff has the time to proactively contact customers with updates about service issues or do customers have to constantly call your company?
-- Select an option --
- We are very pro-active in our approach
- We try to be pro-active but many times the client must call in
- Clients must call in to get status and frequently are the ones to escalate issues
How do you currently track and review all the communications you have with your clients?
-- Select an option --
- Contact Management software
- Create notes in back-office solution
- Track e-mail messages only
- Keep a separate database
Do you currently have a way of segmenting your clients?
-- Select an option --
- Yes
- No
Your customers can access their account, order and service information via:
-- Select an option --
- All of the below
- Online
- Personal visits
- Service they opted/pay for
- Telephone or E-mail requests
In what type of database structure is your customer information stored?
-- Select an option --
- One main data warehouse
- Separate databases for sales and marketing
- Three or more “functional” databases
- Don’t have one/Don’t know
Does your company have more than five employees responding to incoming interactions (i.e., phone calls, e-mails, personal visits, etc.)?
-- Select an option --
- Yes
- No
Do all of your customer facing employees (sales, support, direct marketing, AR, AP) have access to the SAME customer related information? (i.e., notes, communications, contact information)
-- Select an option --
- Yes
- No
When was the last time your organisation ran a targeted, direct mail campaign?
-- Select an option --

Less than three months ago
Three months to a year ago
Never ran one/Don’t know

Do you experience delays in lead distribution from purchased lists or tradeshow prospects?
-- Select an option --

No
Sometimes
Yes

Does your marketing have problems segmenting or targeting their prospects effectively?
-- Select an option --

No
Sometimes
Yes

How does your organisation generate campaign prospect and customer lists?
-- Select an option --

Accounting database
Central database that houses all customer/prospect information
Third-party list
Third-party direct mail service
MS Excel, MS Access or other database
Not applicable

Do you have issues with branding and consistent messaging because employees have their own style of writing and there is no central repository for company letters, letterhead and signature files?
-- Select an option --

No
Not company wide but some problems yes
Yes

Which of the following do you base your marketing campaigns on?
-- Select an option --

Demographic and market information
“Life events” interaction history
Customer variables (e.g., purchase history, pricing and frequency of contact)
Don’t run them/Don’t know

How do you determine which campaigns are successful and which ones aren’t?
-- Select an option --

By number of responses
Increase in sales volumes during peak mailings
Sales are tied directly back to original mailer
All of the above
We don’t at this time

Do you maintain a record of completed campaigns detailing specific activities performed (i.e., budget/cost analysis)?
-- Select an option --

Yes
We maintain campaign information on a spreadsheet
We only have an overall picture
No

Are you able distribute leads to your sales team/channel by territory?
-- Select an option --

Yes
It's Difficult
No

Would you like to distribute these leads automatically?
-- Select an option --

No
We do
Yes

Do you maintain an outside sales force?
-- Select an option --

No
Self Employed Only
Yes

If “Yes,” do they work from a database that is integrated with head office?
-- Select an option --

Yes
Stand alone database
Paper based Only
No

Do you restrict the level of access your field sales people have to the customer data?
-- Select an option --

Yes
Partially
No

Can your sales staff access information while out of the office?
-- Select an option --

Yes, we have online access to our systems
Yes, they have full access online or other method
Yes, they have full access to data via dial-up modem
They have limited access to data via dial-up modem
No, they have no access to data while out of the office

Do your field sales people have access to order and invoice information?
-- Select an option --

Yes
Only Online
No

Do your sales staff have access to vital accounting data including pricing, credit limit, account balance, inventory quantities, quotes, etc.?
-- Select an option --

Yes
Online Only
No

How do you currently generate your sales forecasts and pipeline information status reports?
-- Select an option --

Export data to independent spreadsheet/database
Separate database
Data-mining
Reports from the accounting solution
Manually
We do not have access to these details

Does anybody in your company need to generate sales reports but relies on another member of staff?
-- Select an option --

No
A few of the staff
Most of the staff
Only one person can generate reports

Can you track leads back to the originator regardless of the lead source (i.e., employee, campaign, tradeshow, etc.)?
-- Select an option --

Yes - Computerised
Yes - Manual
No

Have you defined a sales process that your sales people use?
-- Select an option --

Yes
Yes, but it is difficult to maintain
No, but we need to improve our sales processes
No

Does your sales management team have issues with proactively managing the sales pipeline and producing timely, accurate forecasts and quota analysis?
-- Select an option --

No, forecasts are accurate and on time
No, but forecasts are very time consuming
Yes and frequently delayed or not produced at all

How much of your sales staff's work is spent administering accounts (i.e., paperwork, issue resolution, etc.)
-- Select an option --

Less than 25%
25%
50%
75%

Do your customer-facing employees answer the phone in a consistent fashion?
-- Select an option --

Yes, we require this
We have a script but it is rarely used
No, we have no such requirement

Does your organization have a high percentage of sales and general administrative expense?
-- Select an option --

No
About right
Yes

Does everyone in your company have access to the same customer information?
-- Select an option --

Yes, all our major departments have access to the same information
Some departments share certain information
No, communication could be improved

How often do your middle managers in Marketing, Sales, Customer Service and Support meet to discuss inter-departmental communications and customer trends?
-- Select an option --

Monthly
Annually
Never/Don’t have time

How do you currently determine who your most profitable customers are?
-- Select an option --

Data-mining software
Export data to independent spreadsheet or database
Accounts receivable and purchase history reports
Manually
We don’t know

Do you retain customer interaction information in multiple databases?
-- Select an option --

No, it is all in one database
Yes
We lack the capability to maintain a majority of our interaction information

Do your employees view accounting, sales, marketing, and customer support information through multiple software and databases?
-- Select an option --

No
Some information is shared
Yes

Do many people in your company use paper-based calendars/day timers or stand-alone calendaring tools like Outlook?
-- Select an option --

No, we use a combination contact management and calendaring system
Yes
We don’t use anything

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