CRM-Comers
systems supporting trade and marketing operations of the company

Does the company need the CRM system - test questions
The questions below are not intended to constitute objective product analyses. Neither is their objective to offer any consultation with regard to the operations of departments responsible for contact with our customer.
They are to refer only to a certain, rather common, commercial organisation and practice in our companies, making the company's success, first of all, dependent on the superb prosperity or super salesperson. These questions are only to refer to some issues which can have important impact on the company's entire commercial and marketing effort.
Questions:
  1. Where do you take your information on the customers from?
    1. I personally know all of them
    2. from my own salespeople - written and verbal reports
    3. from the results achieved by the company
    4. from the CRM system - the total of the company's all staff members and their actions
  2. Can you increase your market share by what you sell or by how you do it? What do you take into account when changing trading methods and standards?
  3. How do you control the work of your own salespeople?
    1. I am interested only in how much they sell
    2. I talk only to their boss
    3. I talk to sales people and customers
    4. from the CRM system - the total of the company's all staff members and their actions
  4. Do the salespersons bring to the company only the sales or also their knowledge of the market and customers as well as competition?
  5. Are you afraid that when some of your salespeople leave you will also lose important commercial contacts?
    1. of course yes
    2. no - because the entire knowledge and all the business relations of a given staff member are stored in the CRM system.
  6. How many customers are handled by your salesperson today? Can your company provide services to a larger number of customers without deteriorating and even with improving the customer service quality?
    1. yes - through increasing employment
    2. yes - through working longer
    3. yes - through changing the work organisation
    4. through using the CRM system - among others, through automatic analysis of actions effectiveness and customer expectations, preparing serial correspondence by PC, tracing customers' interest in the company's offer in Internet.
  7. Are you sure that your key customers receive professional and competent service? Can you check it or do you need to rely on the opinion of interested staff members ?
  8. When considering complaints do you have an automatic insight into the full correspondence (written information, telephone calls, faxes, e-mails) related to the selected case or all the cases of a given customer ?
  9. Do you want to know which of your customers have visited your www site recently and what were they interested in ?
  10. Can you from any place, e.g. through Internet, trace what the staff members do in your company, the settlements, the secretariat's diary, etc.?
    1. it is not possible
    2. it is possible only over the phone when these data can be provided by an employee at a given moment
    3. yes - when using the CRM system, getting automatically connected to Internet.
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