- How do we learn from customers what they need?
- How do customers see us now?
- Do you treat different customers differently?
- Do you create a learning relationship with your customers?
- Do you keep your customers?
- Do you organize around customers?
- How much time do you spend with customers?
- Is that more or less time than the answer for last year?
- Is your company able to get a 360-degree view of customers and prospects?
- If not, are you working toward that goal aggressively and urgently?
- Do you share customer information with your suppliers and partners?
- Are your customers excited and delighted by what your company has done in the past year?
- Who are the most valuable customers?
- What revenue hit are we willing to take to protect our customer base?
- What is the gap between what customers settle for and what they want exactly
- What are the characteristics of the best customers?
- What keeps your customers loyal?
- What’s the potential for developing similarly loyal customers?
- What are the information and service needs of established customers compared to those of prospects?
- What prospect information, if any, needs to be saved once a relationship is established?
- Are there changes the organization should make as the customer relationship evolves?
- Why were products returned?
- How many service calls did customers place and why?
- How were service calls resolved and how long did it take?
- Why does one set of customers respond to opportunities when another doesn’t?
- How is the “voice” of the customer heard within our organization? Are we gathering meaningful feedback?
- How do we measure our performance with target customers?
Partners For Innovation: The Ultimate Competitive Edge
by Katherine Catlin
Subject: Customer Questions