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    CRM Audit

    Uploaded by

    Mukesh Sinha
    The document outlines objectives and techniques for auditing a company's CRM program. It asks questions to determine if the CRM strategy is helping the company get closer to customers, if they truly know and understand their customers, and if they are offering tailored services. It also asks if the company knows how customers perceive their service, if the information provided is accurate and valuable, and if they are taking advantage of their resources and identifying exceptions. Finally, it asks if the company can anticipate future customer needs and recognize conditions to better serve loyal customers through CRM. The techniques listed to audit CRM include interviewing managers and staff, quality monitoring, customer satisfaction assessments, and documentation reviews.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd

    CRM Audit

    Uploaded by

    Mukesh Sinha
    289 views7 pages
    The document outlines objectives and techniques for auditing a company's CRM program. It asks questions to determine if the CRM strategy is helping the company get closer to customers, if they truly know and understand their customers, and if they are offering tailored services. It also asks if the company knows how customers perceive their service, if the information provided is accurate and valuable, and if they are taking advantage of their resources and identifying exceptions. Finally, it asks if the company can anticipate future customer needs and recognize conditions to better serve loyal customers through CRM. The techniques listed to audit CRM include interviewing managers and staff, quality monitoring, customer satisfaction assessments, and documentation reviews.

    Original Title

    CRM_AUDIT

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    © Attribution Non-Commercial (BY-NC)

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    PPT, PDF, TXT or read online from Scribd

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    The document outlines objectives and techniques for auditing a company's CRM program. It asks questions to determine if the CRM strategy is helping the company get closer to customers, if they truly know and understand their customers, and if they are offering tailored services. It also asks if the company knows how customers perceive their service, if the information provided is accurate and valuable, and if they are taking advantage of their resources and identifying exceptions. Finally, it asks if the company can anticipate future customer needs and recognize conditions to better serve loyal customers through CRM. The techniques listed to audit CRM include interviewing managers and staff, quality monitoring, customer satisfaction assessments, and documentation reviews.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    289 views7 pages

    CRM Audit

    Uploaded by

    Mukesh Sinha
    The document outlines objectives and techniques for auditing a company's CRM program. It asks questions to determine if the CRM strategy is helping the company get closer to customers, if they truly know and understand their customers, and if they are offering tailored services. It also asks if the company knows how customers perceive their service, if the information provided is accurate and valuable, and if they are taking advantage of their resources and identifying exceptions. Finally, it asks if the company can anticipate future customer needs and recognize conditions to better serve loyal customers through CRM. The techniques listed to audit CRM include interviewing managers and staff, quality monitoring, customer satisfaction assessments, and documentation reviews.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 7
    CRM AUDIT 2 CRM AUDIT : OBJECTIVES = Customers in the CRM program = Sales achieved because of CRM = Customers by portfolio = Customer satisfaction = Average lead closure rate = Market share by portfolio = Average years of relationship with customers = Frequency of customer data updates . A qualified assessment should answer the following questions = Is our CRM strategy helping us to be closer to our customers? = Do we know our customers? = Are we able to offer a tailor-made service to each of our customers? = Do we know how our customers perceive and score our service? = Is information delivered online to our customers

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