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

… [ Read more ]

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

… [ Read more ]

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

… [ Read more ]

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

… [ Read more ]

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

… [ Read more ]

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

… [ Read more ]

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

… [ Read more ]

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

… [ 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 we seizing every opportunity

… [ Read more ]

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