This quiz addresses key aspects of customer relationship management and planning. It will help you determine the current state of your CRM planning, practices and processes. Your answers will indicate specific areas where you may benefit from improvements. And, it will also help guide your decisions about your future CRM needs and investments.

HOW THE QUIZ WORKS

The quiz should take approximately 5 minutes to complete. If you think a statement doesn't apply to your business, select "Neutral." Responses to all 19 statements are required. You must select the most accurate response that describes your reaction to each statement based on the following:

Answer Score

Strongly Disagree 1
Disagree 2
Neutral 3
Agree 4
Strongly Agree 5

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* 1. We have formal customer relationship strategies and processes to improve service, cut costs, and revitalize sales and marketing.

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* 2. We need to do a better job of converting one-time buyers into multi-buyers. We are satisfied with our programs and processes for converting one-time buyers into multi-buyers.

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* 3. We are satisfied with the integration of new customers into our customer family.

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* 4. We know why we are losing customers.

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* 5. We have strategies and programs that reduce customer defections.

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* 6. We are satisfied with our customer's loyalty.

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* 7. We have processes and programs in place to find out who are our best customers are.

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* 8. We have a customer loyalty/retention program.

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* 9. We have a customer relationship management system that works.

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* 10. We have a customer referral program.

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* 11. We do an excellent job of tracking customer satisfaction levels.

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* 12. We measure the profitability of our customers.

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* 13. We have processes and programs in place to win back customers who have defected.

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* 14. We have a formal process for capturing and disseminating customer feedback so that the appropriate actions can be taken quickly.

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* 15. We understand our current service levels and compare them to our competitors' service levels.

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* 16. We have a customer advisory panel to help us in the development of new products and services.

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* 17. We have an effective cross-sell and up-sell programs with our existing customers.

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* 18. We are satisfied with overall customer satisfaction.

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* 19. We regularly use customer satisfaction surveys.

If you'd like us to contact you to discuss the results of this quiz or your overall data-driven marketing planning and management needs, please complete the form below and one of our associates will contact you within 1 business day. Or you can call 651-315-7588 or send a message to info@dwsassociates.com

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* 20. Contact Info

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