Test for evaluating the best practices for your CRM implementation and solution for fast track alignment

Test for evaluating best practices for your CRM implementation and solution for fast track alignment

(Key words: evaluation, CRM, best, practices, solution, fast, track, faster and better, decisions, managers, executives, analysis, real time, content, benefits, leverage)

 

Spend 10 minutes to evaluate your CRM program to articulate where you stand in leveraging the benefits of CRM tools and methods

For every question, record a score on a scale of 1 to 10 (1 means not implemented, 10 means fully implemented).

Do you have a real time self service web portal for your products and services? 

- while it is understandable if you do not have a telephone service, every serious CRM wishing companies should have a self service CRM portal.

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Do you have a committed CRM program (budget, personal, and a plan) with a plan to integrate your total operations with a well defined CRM culture?

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Do you collect latest information about your customers whenever you get a chance to interact with your customers?

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Do you use all the recent and relevant information in your database to provide "right person, right message/product/service, at the right time, whenever you have a chance to interact with your customers?

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Do you measure the effectiveness of your CRM efforts, campaign by campaign?

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Do you measure the effectiveness of your CRM efforts, using ROI techniques based on sales data?

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Does your implementation use real time intelligence for delivering latest product information to the finger tips of your service representatives or to the self service web portals?

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Does your implementation use real time intelligence for providing marketing related (up-sell, cross-sell, lateral-sell) opportunities?

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Do you use customer interactions sessions to collect information for customer satisfaction (both direct and indirect measurements)?

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Does your CRM influence your product/services development?

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

If your score is 0-20, your baby is not even walking.  Think seriously whether you want to spend money and effort to build your CRM culture.

If your score is 21-40, your baby is walking but not talking.  You need help or you have to speed up focused efforts if you want to leverage CRM for business consolidation and expansion.

If your score is 41-60, your baby is responding to the competitive world.  Whatever you are doing, you are doing the right thing.  Baby just needs more attention, focus, and perseverance but definitely has potential to fully leveraging the benefits of CRM.

If your score is 61-80, you are in the tracks; just keep strengthening your work in your CRM implementation

If your score is 81-100, you are super and definitely you an example of how to benefit from CRM and you have paved golden path of CRM implementation for others to follow.

 
 
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