Customer IQ (Insight Quotient) 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 turn

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Customer Experience and Satisfaction 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

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CRM 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

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Defining Your Company’s Performance through Your Customers’ Eyes

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

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Client Relationship 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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Align Your Organization with Your Customers

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

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Assessing Customer Capital

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’

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Ask your customers to complete these thoughts for you

  • 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……..

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Customer Focus: Making It Happen

Align Your Organization with Your Customers
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

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Understanding Customer Evangelism

  • What do current customers say that they LOVE about you?
  • What specifically do they say you should improve?
  • When was the last time you disappointed them?
  • What do they value the most about your company?
  • Which specific customers recommend you the most?
  • What do they say specifically–in their own words–when they recommend you to others?

Source: Top 6 Tips to Understanding Customer Evangelism by … [ Read more ]