The CRM Challenge

Take the 5 minute Customer Management health check for your business.

Just 12 questions will help you identify areas of your business which can be developed to win more customers, develop existing customers and provide enhance customer care management programmes.

Questions should be answered on a strongly agree/disagree basis. Score 5 for strongly agree and 1 for strongly disagree.

 1.

If managing relationships with customers is critical to your business, do you believe that you can do this as well as your customers need?

1 2 3 4 5

 2.

Does your company always have a full and clear view of the previous interactions you have had with your customer, whether they be emails, phone calls, orders or meetings?

1 2 3 4 5

 3.

Is your ability to manage customer interaction better than your competitors?

1 2 3 4 5

 4.

Can you deal with the same customer requests quickly and efficiently; offering them a rapid response or self serve option?

1 2 3 4 5

 5.

You are sure that incoming emails are dealt with professionally, quickly and systematically with response geared to importance and customer care?

1 2 3 4 5

 6.

You are very clear about how much enhanced self service could save your business in direct and indirect costs?

1 2 3 4 5

 7.

Can customers and prospects get information easily from your company?

1 2 3 4 5

 8.

Do your customers buy from you because they enjoy doing business with you?

1 2 3 4 5

 9.

Do you continually develop your customer offering and service based on feedback from your existing customers?

1 2 3 4 5

 10.

You can readily identify customers likely to be positively affected by a particular sales message?

1 2 3 4 5

 11.

Could you initiate and execute a marketing campaign within 24 hours based on a detailed understanding of your customer base?

1 2 3 4 5

 12.

Do you have a defined plan to retain and develop existing customers and win new ones?

1 2 3 4 5