CRM On Demand Discovery Questionnaire

Business Profile 1. What are the companys goals for CRM? 2. Is the company multi-national? 3. How many products are sold in each deal? 4. Do they have different customer types? Sales Team Organization 1. How are Sales territories organized? (i.e. hierarchies, divisions, by product, by geography) 2. What are the territory names? 3. How often do territories change, and how is the change accomplished? 4. Are there sell-through channels such as VARs, consultants, resellers? 5. Does your indirect sales channel work their own deals, or are they shared with the prospects sales team (Client Direct Sales Reps)? Sales Processes 1. What products/services does the sales team sell? 2. What type(s) of sales models are involved in this initiative? E.g. B2B, B2C, B2B2C 3. What are the stages of your sales cycle? 4. Is there a probability of close associated to each stage? (10%, 50%, 100%) 5. What is the average length of your sales cycle? 6. Do you have any processes that you would like to standardize? a. Call reporting. This is when a sales person calls on an account or visits the customer site. There is a specific goal and outcome to document. Does Airline Hydraulics do this? How is it tracked today? Excel, Email, Word? 7. What would you say is the biggest bottleneck(s) in the sales process? 8. Is account planning an important part of the sales process? Account planning is setting goals and objects for an existing account? i.e. increasing wallet share is a goal. Introducing new product is an objective for this year a. How frequent is account planning performed? Day in the Life of a Sales Rep 1. Describe a Sales Reps typical daily activity: i.e. 25% cold calls, 25% follow-up calls, 50% traveling/conducting onsite meetings 2. What would be the ideal method for CRM system access and for data input to make a Sales Rep more efficient? i.e. Web access to system, offline access, Mobile?) a. Mobile: Are sales reps expected to enter data about accounts, contacts, opportunities, activities? Or is read only access sufficient? b. Mobile: iPad or iPhone? Android? Other? 3. What software do your Sales Reps use now? i.e. Windows, Excel, Outlook, ACT!, etc. 4. How would sales reps like to organize their pipeline? i.e. by a rating system (Hot, Warm, Cold), stages of a sales cycle (Leads, Qualified, Proposal) 5. How would sales reps like to organize their follow-up calls and appointments to ensure nothing falls through the cracks? i.e. by using To Dos, by scheduling appointments, or both Opportunity Tracking 1. Are your sales efforts Account or Opportunity focused? a. Can potential product/service revenues be explicitly tracked from lead to closure or loss? b. If you do track specific opportunities, how are they currently tracked? 2. Are there multiple individuals that are assigned to the opportunity? a. If yes, how is information about opportunity status made available to the sales team?

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CRM On Demand Discovery Questionnaire

3. How are members of the sales team assigned? 4. Are opportunities profiled in any way? In other words, are opportunities classified in anyway (by deal size, probability, product class, strategic importance, or any other classification)? 5. Do you utilize any industry standard sales methodologies, such as Target Account Selling or Miller Heiman Strategic Selling? a. Are the stages defined? i.e. Stage 2: Discovery means that were gathering customer requirements and understanding need. b. Are there supporting materials for each stage that help a sales rep break through barriers? i.e. kill sheets, sales presentation templates, industry papers 6. Do you need to track referrals/references? If yes, please describe. 7. Is competitive information available to the sales force? a. If yes, in what form? i. How often is it distributed? ii. How difficult is this to maintain and distribute? b. If no, would competitive information be useful? 8. Can your customers/sales representatives differentiate your offer from the competition? 9. Who are your two top competitors? How does your company compare with them? 10. Do customers typically make decisions or pose objections based on known decision issues (such as price, service, performance)? a. If yes, are these documented with stock tools for use in the sales effort? b. If not, would this be useful? Forecasting and Reporting 1. How is forecasting handled today, how often, and how does the process need to change? 2. Describe the current tools/methods used to forecast? a. Can you share a sanitized version of how you forecast today? 3. What data needs to be captured? Does the prospect forecast revenue, expected revenue, specific classes of revenue, product? Please describe. 4. What types of reporting or charting are required to support these processes? Secure samples of must-have reports, such as sales rep activity, pipeline, etc. 5. 6. How does the forecast roll-up based on the hierarchy of sales teams? i.e. all territories report to the VP Sales, or are there other regional territories below the VP sales, with reps below each region? 6. How is forecast accuracy measured? i.e. completion of steps required prior to forecasting, or a methodology reps should follow 7. At what point in the life cycle of an opportunity does a deal become forecast? i.e. at 75% probability of close this month 8. How does the prospect want to be notified if an important deal falls off the forecast for the month, or certain steps have not been completed in the sales process? 9. What other types of alerts are important to their management in the forecast and sales process? Marketing Automation 1. How do you target sales promotions or campaigns? 2. What types of Marketing Campaigns do you run? How do you want to track the effectiveness of those campaigns? 3. Do you utilize lists for marketing functions? If yes, how are they generated/acquired? 4. Do you subscribe to lists from services such as Dunn and Bradstreet? 5. How is a campaign conceived/initiated today? How does this process need to change? 6. How is supporting collateral (call guide, literature, etc.) handled today? 7. How are leads captured and routed? (public website, other sources)

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CRM On Demand Discovery Questionnaire

8. What are you ideal email campaigns? (message, call to action, a. How responses are tracked? 9. What is your ideal solution for automating lead routing and scoring? 10. Do you know where your sales efforts are most/least effective? 11. What types of reporting or charting are required to support the marketing effort? 12. What are other key marketing requirements? Lead Development 1. What are your sources for leads? (mail, email, cold call, advertising, etc.) 2. Is there an outbound telemarketing group? If so, are they in-house or outsourced? 3. How are leads passed to the sales team? 4. What constitutes a qualified lead? 5. How is lead quality measured and tracked? 6. What are other key lead development requirements? Service Request Management 1. How are requests for customer service handled today? 2. How is the service organization structured (tiers, specialties, etc.)? 3. Is customer service information useful to a sales person? i.e. useful for the reps to know that their account has 15 critical severity SRs open. 4. Can requests for service classified or categorized in a systematic way or is each request unique from another? i.e. Area = Billing. 5. Are there escalation procedures in place? How is that performed today? 6. Are customer self-service capabilities available to your customers today? i.e. Customer portal to log tickets or check knowledgebase entries 7. Call Center Organization 1. How many people do you have in your telemarketing/call center organization? How many in each role? Is this number growing? 2. How many call centers do you have, and where are they located? 3. What hours are your call centers open? 4. Are your call centers inbound, outbound, or both? 5. Do you outsource any portion of your call center activities? Please describe. 6. Are your agents handling service calls, sales calls or both? If yes, please describe. 7. How is the service organization structured (tiers, specialties, etc.)? 8. What is the management hierarchy over this structure? 9. What is the relationship between your sales and service departments? Do representatives in the two areas have similar responsibilities or functions? 10. What other departments do your customer service representatives interface with? 11. If agents are handling sales, how long does it take to roll out new marketing campaigns? 12. How long does it take to train a call center agent? 13. What types of reporting or charting are required to support the call center? 14. Are their call handling times and service levels improving? Analysis 1. Can you measure or analyze key business factors such as: a. What products are selling, which are not? b. What customers are buying, which are not? c. When you lose to competition? d. Who those competitors are? e. Which products have the most service requests? f. How quickly service requests are being resolved?

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CRM On Demand Discovery Questionnaire

g. Are campaigns effective? (i.e. spent 100k in trade show. Got >100k in booked
opportunities)

h. How effective is your Internet strategy in acquiring, retaining and growing your
customers? i. Other 2. Do you need to analyze Key Performance Indicators? If yes, please describe. 3. How accessible is this data for analysis? What would help? Integration 1. Describe to what degree systems are integrated? 2. What information is passed between systems? 3. Is information transfer real-time or batch? 4. What is the frequency of batch data transfers? 5. Is information transfer bi-directional? 6. Are connectors to common systems pre-built? 7. What are the procedures for data transfer? 8. What is the level of difficulty to interface with other systems?

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