409 Posts Found

Customers

• Do you know who your customers are and how many customers you have?
• Do you listen effectively to all your customers?
• Do you regularly make up an inventory of all the needs and expectations of your customers?
• Are complaints replied to within two days and solved within one week?
• Do you make recommendations to customers about the products or devices that best suit their needs?
• Do you know what

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Author: Hubert Rampersad | Source: Back to Basics: 75 Painful Questions About Your Customer Satisfaction | Subject: Customer Questions

• Have we reduced our Total cycle time by at least 50 percent over the past three years?
• Do 99 percent or more of our orders reach customers on time?
• Are we shipping zero defect products to our customers?
• Have we reduced our product development cycle time by at least 50 percent over the past three years?
• Have we surveyed our customers in the last two years to

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Author: R. Michael Donovan | Source: Customer Service Improvement: It’s Mission Critical to Your Future | Subject: Customer Questions

• What are your company’s customer service nightmares?
• What customer service move might your competitors make that would be your worst nightmare?
• Are the answers to the two questions above similar? If not, investigate the nature of the differences and address them.

Author: Jonathan Byrnes | Source: Out-of-the-Box Customer Service | Subject: Customer Questions

• Have you identified your customers using market research, market segmentation and customer surveys?
• Do you differentiate offers, products and services for different customer groups?
• Have you identified strategic objectives and critical success factors for service and sales to each of these segments?
• Do you regularly collect information on the wishes and needs of individual customers and use this information as the basis of marketing activities?
• When you

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Author: Ana Reyes Pacios Lozano | Source: Customer Orientation: 10 Key Questions for Your Company | Subject: Customer Questions

• Can you describe your firm’s most promising prospects?
• Can you identify the most important problem you solve for them?
• Do they recognize they have this problem?
• Do you know what events trigger a need for your solution?
• Can you rank their top three “buying criteria”?
• Is it easy for prospects to identify your firm as a possible vendor?
• Do they know you can help them?
• Do you know where they

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Author: Barbara Bix | Source: Test Your Customer IQ | Subject: Customer Questions

To understand whether digging deeper into your customers’ full experience might create value for your company, consider these questions:

• Do you use internal metrics that define quality and link directly to your customers’ experience?
• Do you have a clear sense of the end-to-end life cycle of your customers’ interactions with your company and of each touch point between them?
• Do you know the relative importance that

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Author: David Rickard | Source: Winning by Understanding the Full Customer Experience | Subject: Customer Questions

Goal of CRM Implementation

• Is the main goal of the CRM system to guide future behavior of the employees of the organization to shape the future (increase sales, number of satisfied customers, number of new leads generated, reduced turnover of key sales personnel, etc.) or to predict future sales so that the company can position itself appropriately to meet the expected demand? (These two uses

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Authors: Anne Stanton, Herb Rubenstein | Source: The Disciplines of CRM | Subject: Customer Questions

To make sure that you are defining your company’s performance through your customers’ eyes, ask yourself the following questions:

• Do we know how our customers evaluate our performance?
• Do our internal measures reflect our customers’ assessment of our performance?
• How does our performance compare with that of our competitors from our customers’ perspective?
• How are our customers performing in the eyes of their customers? What are we

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Authors: James P. Andrew, Neil Kohlberg, Paige Price | Source: Customer Focus: Making It Happen | Subject: Customer Questions

Defining / Establishing a Relationship

• What is the collaborative purpose of our relationship? In the end, what should our efforts together yield?
• What does the client value in the relationship? What’s most important to them? Why is it important?
• How exactly will we work together? What’s the relationship look like when it’s functioning optimally?
• What are our respective roles? What are the reasons for these roles? Define

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Subject: Customer Questions

To determine whether your organization is aligned with your markets and customers, ask yourself the following questions:

• Does our company have multiple divisions selling to the same customers?
• Are there formal or informal processes that coordinate companywide policies for interacting with customers?
• Can we easily get complete information about all the products and services that we are selling to a single customer?
• Are we seizing every opportunity

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Authors: James P. Andrew, Neil Kohlberg, Paige Price | Source: Customer Focus: Making It Happen | Subject: Customer Questions

Leif Edvinsson (Corporate Director of Intellectual Capital at the Swedish corporation Skandia and co-author of Intellectual Capital: Realizing Your Company’s True Value by Finding its Hidden Brainpower) suggests that companies can evaluate how well they are doing—i.e., assess their customer capital—in part by measuring the following:

• Customer Profile: Who are our customers, and how do they different from our competitors’ customers? What potential do we

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Authors: Annie Brooking, Barry Brinker | Source: Intellectual Capital: Tomorrow’s Asset, Today’s Challenge | Subject: Customer Questions

• First time visitors to our store tell us…
• One of the most unusual questions we’ve ever had was…
• One thing people tell us they are confused about our business is…
• I was especially proud when I helped a customer with…
• We do lots of things that customers never see. If they knew this, they would…
• The biggest error made by first time buyers is…
• When we talk with customers

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Source: Explorations in Uncovery | Subject: Customer Questions

• Do the company and its leaders have a sense of higher purpose in what they do?

Source:
Making Sense of Executive Pay
by Marcia Blenko
Bain & Company, 1/1/2003

Subject: Corporate Governance Questions

• Is your strategy clear?
• Can it be translated into action?
• Is it measurable?
• Does it have the potential to transform your business?
• Do you measure the true drivers of value in your business?
• Do you link your executive compensation to what drives value – key strategic and financial measures as well as relative share price?
• Are your executives motivated to create a dramatic upside for shareholders?
• Is there a downside

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Authors: Marcia Blenko, Orit Gadiesh, Robin Buchanan | Source: Making Sense of Executive Pay | Subject: Corporate Governance Questions

• What products and services do you and your rivals offer, and what are their comparative benefits?
• What companies might launch offerings that are similar to yours?
• How significant are the resources (marketing budget, R&D budget, spin-off, or upgrade plans) your rival plans to deploy?
• How much does it cost you and your competitor to produce comparable products? Does one of you enjoy a cost advantage?
• Where do

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Author: Jane Hodges | Source: How to Gather Competitive Research | Subject: Competition Questions

1. The reason our company exists is to: 
2. When it comes to communication, my company (department, unit, etc.) is … because …
3. I receive most of my information from… (my immediate supervisor, the colleagues, bulletin board, the grapevine, other) 
4. I could do a better job if I received the following information in the following manner:
5. I would describe the majority of our meetings as:
6. I would describe communication with my peers

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Author: Eileen McDargh | Source: Job Talk – The Heart Of Productivity | Subject: Communications Questions

Organizations as well as individuals benefit from regular self-assessment. To assess whether you have the systems and processes in place to create an open communications culture, consider these questions:

1. Do we have a communications policy to ensure we all understand the importance, accountability and process of communications in our organization?
2. Do the communications in our organization support our mission, vision and strategy?
3. Is our head

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Authors: Chitra Reddin, Ralph Beslin | Source: How Leaders Can Communicate to Build Trust | Subject: Communications Questions

• How would the key decision-makers be placed in communication with each other quickly so they could be informed and make a joint decision? What is their advance standard of how fast they would commit to making a decision? Would all of them be involved in the decisions related to financial commitments involved in decision-making? If not, who would be?
• Who inside and outside your

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Subject: Business Continuity / Crisis Questions

Decision-makers will inevitably see your idea from their own perspective. In other words, your idea must be expressed in terms that address the practical business concerns of the potential buyer. Below are hot button questions for C-level execs

• Chief Executive Officer: Will it increase the value of the firm?
• Chief Financial Officer: Where’s the return on investment?
• Chief Operations Officer: Can we execute on this plan?
• Chief Information

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Author: Geoffrey James | Source: How to Sell an Idea | Subject: Innovation Questions

As you consider building your own Value Growth Agenda, ask yourself the following questions:

Competitive position

• Is our market value growing as fast as it could?
• Do investors value our company fairly?
• Are we as profitable as our toughest competitors?
• Are we meeting our revenue and earnings growth targets?
• Have we created barriers to entry for new entrants in our industry?
• Can we pinpoint why customers choose us over our competitors?

Patterns and … [ Read more ]

Subject: Strategy Questions