34 Posts Found

• 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 establish

… [ Read more ]

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.

Source:
Out-of-the-Box Customer Service
by Jonathan Byrnes
HBS Working Knowledge, July 7, 2003

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

… [ Read more ]

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 turn

… [ Read more ]

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

… [ Read more ]

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

… [ Read more ]

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

… [ Read more ]

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

… [ Read more ]

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

… [ Read more ]

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’

… [ Read more ]

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……..

… [ Read more ]

Subject: Customer Questions

• Before you engaged our services, what was your impression of our company?
• How were those initial impressions satisfied during the course of our work?
• Why did you choose our company over the competition?
• If someone called you for a quick reference about us, what is the first thing that would come to mind?

Source: How to Get Your Message Across, Soft and Clear / Carl … [ Read more ]

Subject: Customer Questions

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

… [ Read more ]

Subject: Customer Questions

• 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 ]

Subject: Customer Questions