CRM Readiness #1

CRM Readiness Score Survey

Most firms have best practices in place when it comes to accounting.  Your accountant makes sure of that.  Are there similar guidelines in place for your receptionist, your sales team, your accounting department’s communication with customers, production, your cleaners?

Quarterback can assist in identifying areas where you have leverage points and can show you how they can be better capitalized upon.  In most cases the recommended changes will not cost a penny more than what you are currently spending.

To help us gain a better understanding of your needs, please take a few minutes and answer the following questions.

(In order for us to respond with your score we need your name and email address)

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To allow Quarterback to contact you after submitting this survey, please enter your contact information below:

contact name:
email address:

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1. When was the last time you surveyed your employees’ satisfaction level?

This Month?   Last 6 Months?   This Year?   

2. Are there any issues that you know of that, if dealt with, everyone ( employees, customers) would see as an improvement?

Yes   No   Don't Know   Probably   

3. Have you done any customer satisfaction surveys in:

the last 3 months?   the last 6 months?   the last year?   

4. If so, has it changed the way you do business?

Yes   No   

5. If yes, have your customers been told about the improvements?

Yes   No   

6. What is your “Brand"?  Can you describe it in one sentence? ( Remember “Brand” is not your logo; it’s more than that.)
7. Is everything you do “On Brand”?  That is, do you have explicit brand management guidelines in place?

Yes   No   

8. What would your best client say about your firm?
9. What would the last customer that dealt with your firm say about you?
10. What would your main competitor say about your firm?
11. Do you get a tangible result or return on your advertising investment?

Yes   No   

12. Do you have an up to date customer list that contains lapsed & potential customers?

Yes   No   

13. Do you know who your best customers are?

Yes   No   

14. When was the last time you contacted your best customers?

Last month   Last 3 months   Last 6 months   

15. When was the last time you contacted your best prospects?

Last month   Last 3 months   Last 6 months   

16. Is there a difference between a mailing list and a marketing database?

Yes   No   

17. Explain:
18. What percentage of the details that constitute good customer service get completed daily by your organization?
19. Do you have a method for contacting all of your customers if you want to tell them about something like a new product introduction?

Yes   No   

20. How fast will it take for all of them to be aware of the product?
# of day(s):
# of month(s):
21. Are there customers that would be more likely to purchase the new product?

Yes   No   

22. If you send invoices or bills, how many do you mail each month?
23. What day of the following month are they received?
24. Do they have to be approved by the person that actually purchases your products or services?

Yes   No   

25. Do you have a web site?

Yes   No   

26. Is it up to date?

Yes   No   

27. If it were easier to update would you use it for more applications?

Yes   No   

28. Have you read the book “The Complete Database Marketer”?

Yes   No   

29. If yes, are there some things that you would love to try but don’t really know where to begin?

Yes   No   

30. Would you like to have a look at the book?

Yes   No   Maybe   

31. Beyond what is currently on the books for the next 3 months, do you have a solid idea of what your sales will be for each month in the quarter, on a percentage basis?

Yes   No   

32. If you had a better understanding of what each customer will buy over the next year, would you be able to improve your profitability?

Yes   No   

33. Are there projects that you would like to get underway but demands on your time are preventing you from taking the next step?

Yes   No   

34. Do you have a 3-5 year Information Technology Plan?

Yes   No   

35. Would you like to learn more about Customer Relationship Management?

Yes   No   

36. Notes: