Do you have all the pieces in place to succeed with your CRM and customer service initiatives? Use this handy checklist from the first chapter of Performance Driven CRM: How to Make Your Customer Relationship Management Vision a Reality
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to find out how your CRM and customer service strategy measures up to these goals. Download all of Chapter 1 -- Determining and Aligning the CRM Vision: Overview for a self-scoring version of this checklist and an evaluation chart.
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Planning for CRM and customer service success |
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Customer segments are well defined. |
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Human resources management practices empower all employees to participate in improvement initiatives. |
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Employees at all levels receive the education and training they need to participate effectively. |
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Senior executives are personally and visibly involved in demonstrating that improved customer satisfaction is a high priority strategic goal. |
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Customer service performance measures exist at the organizational, departmental and individual job levels and are widely publicized and acted upon. |
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Communication is frequent and informative. |
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All employees are aware of their internal customers and suppliers. |
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The working environment is conducive to the well-being and morale of all employees. |
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The organizational hierarchy does not inhibit effective and constructive two-way communication over process improvement issues. |
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The company's values are clearly articulated and understood by all employees. They are constantly and consistently reinforced by the actions of all managers. |
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Goals for customer satisfaction make us stretch but are attainable. |
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The company encourages close collaboration and teamwork. |
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The employee performance appraisal, recognition and reward processes strongly promote involvement in delivering customer satisfaction. |
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Business processes are regularly reviewed to eliminate nonvalue-adding activities and improve customer satisfaction. |
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Relationships with customers are managed effectively and involve obtaining information from them to improve products and services. |
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Business cases for change are clearly articulated and validated. |
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Customer complaints are welcomed and resolved quickly and positively. |
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Effective processes for determining current and future customer requirements and expectations are applied both systematically and rigorously. |
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The strategic and business planning processes have a strong focus on customer service and produce clear objectives for improvement. |
Checklist excerpted with permission from "Performance Driven CRM: How to Make Your Customer Relationship Management Vision a Reality," by Stanley A. Brown and Moosha Gulycz, Copyright 2002. Published by John Wiley & Sons, April 2002. ISBN 978-0-470-83161-8.
For more information about this book and to purchase, visit www.wiley.com. Download a PDF of Chapter 1: Determining and Aligning the CRM Vision: Overview.
Learn more about CRM software planning with another excerpt from Performance Driven CRM, or visit our CRM management topic section.
This was first published in July 2007