Here's a simple test to find out how far we've been running CRM
(answer : do not agree,
somewhat disagree, somewhat agree, disagree) - The answer is a reflection on your
company's CRM implementation
1.
Customers know how
to contact the sales team (by phone or electronically)
2.
Customers know how
to contact the support group (by phone or electronically)
3.
Sales reps know how customers should contact the support group
4.
Support reps know how customers should contact the sales group
5.
There are existing, documented (written) processes for handling customer queries
6.
Sales and support reps
can locate the documented processes for their area within 2 minutes if
they are unclear about them
7.
There are well-defined metrics
for customer-focused activities
8.
Customer-focused employees have
formal objectives that relate to the metrics
9.
There is a defined, documented (written) process for creating new knowledge base documents
10.
The knowledge base is growing daily
11.
When you hire someone, it
takes less than one business day to create a new account for that individual
12.
The tool improvement request with the highest
priority is less than 3 months old
13.
You are using a commercial
CRM tool
14.
You are running your tool on a release that is currently supported by the vendor
15.
Important customer information is
accessible within the tool (rather than in a file cabinet or unrelated system)
16.
There is a customer portal available to conduct
sales and support business
17.
Customers require no
training to use the portal
18.
Your CRM tool supports
a knowledge base
19.
Line managers are getting
regular metrics that are immediately meaningful for them (with no Excel massaging
required)
20.
E-mail from customers is
automatically loaded into the system (no manual cut and paste)
21.
Knowing the name of a customer, a sales employee needs less than 1 minute to locate the assigned
sales rep, pending deals and existing support cases
22.
Knowing the name of a customer, a support rep needs less than 1 minute to locate the assigned
sales rep and existing support cases
23.
It takes less than 4 hours to
train a new hire to use the system
24.
Creating a new account
in the system can be done in less than 5 minutes by someone without a
programming, technical background
25.
Sales reps can enter a new prospect
into the system in less than 2 minutes
26.
Support reps can
enter a new case for an existing customer in less than 2 minutes
27.
A support manager can
get a list of the current open support cases in less than 2 minutes
28.
A sales manager can
get a current forecast in less than 2 minutes
29.
A marketing manager can
get a hit rate of the last 3 campaigns within 2 minutes
30.
The current system costs
less than $1,000 per employee per year to maintain
Joko Ristono
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