Customer Relation Management Survey Question

1. As a client are you knowledgeable about this module?
A. Yes as a client i have knowledge about the module
B. No as a client i am not knowledgeable with the module.
C. As a client i cannot trust the knowledge that i have about the module.
D. As a client i am fairly in state of confusion about the module.
Suitable solution here is "a"
The integration of technology and human resources is termed as customer relationship management; this management level is handled by the organization's all the departments from lower client service to the research and development category. This management strategy is adapted by the concerned organization to maintain the healthy relationship between the customer group and the developer/ producer group of the concerned organization.  Adaption of  crm is basically made for the healthy relationship of the customer and to maintain the customer satisfaction in terms of loyalty and long term profits for the organizations

2. Do you know how this module works?
a. Yes.
b. No.
c. Not fully.
d. Not sure.
The solution for this question is option”a“
Working concept of customer relationship management customer relationship management system/module will help your organization mainly through analyzing customer preferences and their purchasing habits since it differs from one customer to another. It will help you to differentiate between valuable and not so valuable customers and help you retain valuable customers and developing cost-effective options for non-valuable customers.

3. Which module would you like to introduce into your organization?
a. Enterprise customer relationship management module.
b. Premium edition customer relationship management module.
c. Free edition customer relationship management module.
The solution for this question is free edition customer relationship management system/module since i am a first time user and other versions are expensive and too complex to understand.
Enterprise customer relationship management system/module is mainly for large organizations where customer-oriented processes are multi-faceted and complex and with less than dozen sales representatives and departments that interact with potential and existing clients.  Those companies maintaining multiple sales and marketing team that are spread across separate business sections. Hence in order to communicate timely client information to stakeholders and to record, consolidate, and centralize the data regarding the actions taken on behalf of these customers to entire business.
Premium edition is mainly when there is business expansion and you need customer relationship management system with advanced functionalities. Most popular premium edition is goldmine premium edition customer relationship management system. This feature particularly supports marketing, sales, and customer service through a very powerful customer relationship management features which include support administration, sales force automation, marketing automation, and relationship management.
Free edition is particularly for those users who are implementing customer relationship management system/module in their organization for the first time, for two users who are unaware of the complexity of customer relationship management system/module and cannot afford high price customer relationship management system.  This edition particularly manages customers, prospects, and sales and keeps track of all activities of customers. Eg . Zoho free edition customer relationship management module.

4. Are you aware of outlook and web based system?
a. Yes.
b. No.
c. Not sure.
d. Unheard.
The solution for this question is option yes.
Web based customer relationship management system/module is basically a customer relationship software which does not require purchasing but everything is controlled by remote host which keeps track of customer, clients, and sales lead tracks.
Outlook customer relationship management system/module is a software, which has to be purchased for maintaining a track of customers, clients, and sales lead. Outlook customer relationship management system/module particularly needs a consultant who is familiar with outlook customer relationship management system/module and keeps track of sales and recognizes entire sales team effectively and quickly.

5. What would be your role in your organization in relation to this system?
a. Organization-based decision.
b. Manager-based decision
c. Employee-based decision.
d. Too early to decide.
Answer is it would be decided by organization after implementation of customer relationship management system/module depending on my abilities to handle customer relationship management.
Roles in customer relationship management system/module basically differ at level of access to information. Where information is completely accessible to sales manager regarding sales representatives under him while sales rep can access only his information.  It is by default set that users are top roles cannot access information shared by their subordinate users however these settings can be changed while users with ceo role can access entire data in their organization and manage it.

6. How do you think this module would impact your organization?
a. Positive impact
b. Negative impact.
c. Not aware of.
d. Need details.
The solution for this question is option “a”
Basic implementation of customer relationship management system/module in an organization does not increase functionality of organization to a great extent but its effective management is the deciding factor.  There are many setbacks to effective implementation of customer relationship management system/module but customer relationship management system/module can result in extremely successful organization if managed effectively.

7. Do you have any ideas of including sales related applications with customer relationship management?
a. Yes
b. No
c. Possible
d. Not aware of
The solution for this question is option “d”
There are many sales related applications that can be integrated with basic customer relationship management system/module like customer reference system, call canter system, sales compensation management scm, and contract management, business intelligence service, web analytics, and collaboration tools.
Customer reference program is basically managed by crp managers who are responsible for gathering information and request for references this in turn helps sales people to gather new clients and prevent overusing of valuable customers. This effectively reduces sales cycle and efforts of sales representatives.
Call center system effectively manages telemarketing activities which is effective for sales follow up and post-sales customer service.
Sales compensation system is particularly effective in managing and avoiding overpayment of commissions, disputes regarding commissions and slow sales rate due to inefficient or distracted sales people.

8. Did you face any troubles while introducing system?
a. Few
b. Very few
c. Many
d. Huge
The solution for this question is option c many
It was very difficult to come in terms with the staff as they preferred the old way of keeping the records, early technical difficulties, most the staff lacked it skills which added to poor training and support, customer relationship management system software did not integrate well with the existing system which reduced its credibility and performance delivery.  Lack of commitment among the staff members and overall capital invested increased.

9. Are you currently satisfied with the system?
a. Yes.
b. No.
The solution for this question is option a.
Though initially implementation of customer relationship management system/module was a great difficulty, the organization has improved in various ways after its implementation in managing sales , customer preferences, and arranging market choices and demand.

10. Do you know the ways of improving your modules?
a. Yes.
b. No.
c. Not sure.
d. Not aware of.
The solution for this question is option b
There are many ways of further improving your customer relationship management. By automation of sales order process and quotation generation, frequent communication among staff through personalized mail-merge templates, integration of data from internal applications to main customer relationship management system/module so that it could be accessed by sales people, provide chatter to the sales people so that issues are addressed quickly and task segregation is rapid to other departments, enhance marketing communication, integrate phone system with incoming caller id provision for better services and mapping applications should be upgraded.  Links to social media like facebook, linkedin , and twitter should be provided as a part of social customer relationship management

10. Does staff of your organization lack it skills?
a. Yes.
b. No.
The solution for this question is option a
They lacked it skills due to which training and support was also poorly perceived by my staff.

11. Do you think it skills are must while introducing the module into your organization?
a. Yes.
b. No
The solution for this question is option yes.
Though customer relationship management system/module should not be perceived as technology –only solution although large parts of it are technology related, it mainly deals with integration of people, processes and technology. Basic ideas of customer relationship management system/module work successfully if core management or staff system operating it is efficient.  It skills can be trained or brought about but basic understanding of implementing customer relationship management system/module is necessary.

12. Describe the size of your organization?
a. Small sized.
b. Medium.
c. Large.
d. Collaboration.
The solution for this question is option a

13. What does your organization mainly deal with?
a. Service goods.
b. Sales and marketing.
c. Advertising.
d. Financial marketing.
The solution for this question is option d.

15. What has been the total duration of your organization?
a. Years.
b. Months.
c. Days.
d. Decades.
The solution for this question is option a.  In 2012 till now.

16. Do you expect any changes after implementation ?
a. Yes
b. No.
c. Unaware.
d. Not sure.
The solution for this question is option a.
You can expect better productivity/profitability, improved tracking of sales, better marketing communication, improved customer relations, and overall improvement of organization.

17. Can you enlist the possible benefits of implementing the system?
a. Good reputation in marketplace.
b. Efficient marketing and sales.
c. Reducing sales cost.
d. Increased valuable customers.
e. All of the above.
Answer is e.

18. Are there any further changes that you would like to consider to your current system?
a. Yes.
b. No.
c. Not sure.
d. Unable to decide.
Answer is b. Further changes would be considered based on success of current customer relationship management system/module.
19. Would you consider  this system after business expansion?
a. Yes.
b. No.
c. Not sure.
d. Cannot tell.
Answer is cannot tell as decision of customer relationship management system/module implementation is not individual based but organization dependent and usually depends on its success rate before the expansion.
20. What is your educational status?
a. Student.
b. Diploma.
c. Degree.
d. Master’s degree.
e. Professional degree.
f. Doctorate.
Answer is e.  I have completed my management education and now handling my own small organization for which i am seeking customer relationship management.
21. What is total turnover/success rate of your organization?
a. Good.
b. High.
c. Excellent.
d. Stupendous.
Answer is a.  Success rate of my organization has been good overall.
22. Would you consider any future tie ups after success of your organization after implementation?
a. No.
b. Yes.
c. Not thought of.
d. Not sure
Answer is c.  Tie ups with organization depends on success rate of initial set up which is highly variant at initial stages of set up.
23. Would you increase your organization strength after implementation of system/module or considering employing much efficient staff?
a. Yes.
b. No.
c. Not sure.
d. Difficult.
Answer is difficult.  Employees in my organization are well aware of the current scenario and conditions in my company and hence need only training regarding customer relationship management system/module or they are well eligible for the employment.

24. Which system/module features attracted you the most?
a. Sales tracking.
b. Better customer relations.
c. Better marketing aspects.
d. Increased profitability.
Answer is b.
25. Do you know someone who has implemented system/module in their organization?
a. Yes.
b. No.
c. Unaware.
d. May be.
Answer is a.  I was referred to your customer relationship management system/module through him who has greatly succeeded in his business venture through implementation of customer relationship management.

















Client to customer relationship management system/module
1. Does a thought process involve in selecting an appropriate system/module for organization?
a. No.
b. Yes.
c. Definitely.
d. Not needed.
Answer is yes.
Customer relationship management system/module that is implemented in your organization should be selected mainly considering the size of your organization as there are different customer relationship management system/module system/modules available for different strength organizations like free edition, enterprise edition and premium edition.
A cost-per-lead values and cost-per-sale values are the factors which are mostly considered since it is easy to determine this way if organization is worth to a business.

2. What are the possible benefits of implementing the system?
a. Enhanced profitability.
b. Better customer relations and satisfaction.
c. Sales tracking.
d. Better customer preferences and prospects.
e. All of the above.
Answer is e all of the above.
3. What are the common mistakes made by the organization that leads to failure of the system?
a. Lack of commitment.
b. Poor communication.
c. No leadership-like role.
d. Lack of knowledge about customer relationship managment.
e. All of the above.
Answer is e.
Lack of commitment: everyone involved in the business should be committed to viewing their operations from customer prospective , failure to do so can lead to breaking of relationships with the customer resulting in customer dissatisfaction and loss of revenue.  Hence customer-focused approach is needed which may require a cultural change.

Poor communication people in organization must be aware of the information that they need and how to utilize that information.  Poor communication can prevent buy-in-order

Weak leadership when a proposed plan is not suitable for the customers it should not be implemented and hence team must be made to work back to find a solution and attempting to get a complete solution in one go is a risky matter.

4. How can be system/module particularly beneficial for me?
a. Staying informed of customer’s world.
b. Measure effectiveness of customer service and delivery.
c. Data security and ease to access and use.
d. All of the above.
Answer is d all of the above.
Basic fundamentals of customer relationship management system/module like data security, access, and ease of use are achieved. Customer relationship management system/module will accentuate the way you work but also take it to next level. Customer relationship management system/module will help you monitor, deliver, and measure your effectiveness, if u deal mainly with customer service and in case of flat organization, immediately know how is obtained. Customer relationship management system/module will help in acquiring knowledge about customer’s world..
5. What are the most basic ways of implementing the system?
a. Collection of information, storage, access, analyze customer behaviour, more effective marketing, and enhanced customer experience.
b. Remote host server like in web based customer relationship management.
c. Outlook customer relationship management.
Answer is a.
Identifying and categorizing customer needs is important prior to identifying information related to them. A centralized customer database which is relational database serves as most effective database to store and manage customer information. This particularly facilities access to the information from same source and ensuring up-to-date information is available to all.  Collected and stored information is made available to the staff in appropriate format. Data mining tools are utilized to analyze data to profile customers and develop sales strategies.
Customer experience is enhanced by understanding their needs , desires, and self perception. Valuable customers are targeted and cost-effective options are adopted for non valuable.
Small group of customers are not profitable but complaints from small group take a huge amount of staff time to address and solve them hence if problems are identified and resolved quickly, much more of the staff time will be save to articulate time for other customers.

6. What are the aspects that system/module mostly focuses on?
a. Sales.
b. Marketing.
c. Customer purchasing habits.
d. Customer prospects and behaviour.
e. Valuable customers.
f. Non valuable customers.
g. Customer relations.
h. All of the above.
Answer is all of the above.
Customer relationship management system/module is a multi-faceted and integrated approach toward enhancing business of an organization.  It cannot direct itself only one aspect for growth of organization. Customer relationship management system/module works from all angles tracking sales trends and sales leads, enhancing marketing communication, tracking valuable customers and providing cost-effective options for non valuable customers.  All these factors contribute to better customer relations.

7. In what way does system/module benefit any business organization?
a. Customer needs and their preferences are identified.
b. Customer retention is increased as focus is on both valuable and non valuable customers.
c. Products and services are re-priced and reconfigured.
d. All of the above.
Answer is d. All of the above.

8. Are there any tools to measure success rate of system?
a. No.
b. Yes.
c. Possible.
d. Depends.
Answer is b.  Marketing campaigns can be effective tools of measuring successful implementation of customer relationship management system/module and sales and service can also be utilized to measure customer satisfaction.
9. Even after implementation of system/module it leads to failure, can you enlist any possible reasons of it.
a. Lack of commitment.
b. Poor communication.
c. No leadership role.
d. Deficient it skills among staff.
e. All of the above.
Answer is e.

10. Enlist the points considered before implementation of system.
a. A customer-oriented or customer-centric approach should be adopted by the dealership staff and management.
b. Areas in organization should be focussed on evaluating customer relationship management system/module products.
c. Integration of technology, process, and people.
d. All of the above.
Answer is d.
11. What are the ways of accessing system/module information?
a. Pc installed in dealership.
b. Maintaining backup information by staff.
c. Copy of customer relationship management system/module data should be made available in case of customer relationship management system/module is vendor hosted.
d. Agreement based access to the customer relationship management system/module information.
e. All of the above.
f. None of the above.
Answer is e.
12. Are there any training courses provided to the staff that could lead to successful implementations.

a. Yes.
b. No.
c. Not needed.
d. Could be considered.

Answer is yes.

13. Are there any particular points to be trained to the staff for better understanding?
a. No.
b. Yes.
c. Definitely.
d. Not required.
Answer is c.  Training is integral part of customer relationship management system/module for its effective implementation.

14. How much time does it take to get benefits of system?

a. Days.
b. Months.
c. Years.
d. Decades.
e. Estimation is difficult.
Answer is e. Difficult to estimate as customer relationship management system/module is an ongoing process and success comes eventually or cannot be expected as soon as implementation of customer relationship management system/module because effective implementation can only result in success of organization..
15. Whose responsibility is it to monitor system/module in an organization?
a. Head.
b. Ceo.
c. Managers.
d. Juniors.
e. All.
Answer is e all as customer relationship management system/module works at different levels but the basic access to information differs at each level.  It involves coordination of marketing professionals and sales representatives.

16. What is the qualification of a person who can handle?
a. Not a criterion.
b. Important criteria.
c. Depends.

Answer is c depends.  Qualification can be negligible but concept of customer relationship management system/module should be well understood and should be efficient in implementing customer relationship management.  In outlook customer relationship management system/module there are special consultants recruited for the purpose of better understanding of customer relationship management system/module who manages sales quickly and effectively.

17. Can you explain system/module in lay man terms?

a. Yes.
b. No.
Answer is yes.
Customer relationship management system/module is basically a customer relationship management which the name itself suggest works towards enhancing customer relations towards a particular organization where it involves tracking of customer needs and preferences, segregation valuable customers from not so valuable and re-pricing and configuring products and services according to their needs.

18. Why should i implement system/module or consider implementing?
a. For better tracking of customer preferences.
b. Improved market reputation and response.
c. Reduce sales cycles.
d. Gain more valuable customers.
e. All of the above.
    Answer is e.
19. Should I suggest system/module to other organization? if so how ? Would that benefit me?
a. Yes.
b. No.
c. May be.
d. Should.
Answer is d.  You should definitely suggest customer relationship management system/module to other organization you know.  This may not particular benefit your organization but customer relationship management is a concept which functions through customer relations.  Success in customer relationship management system/module is interdependent and varying.
20. Are managing contacts important criteria?

a. Yes.
b. No.
c. Not necessary.
d. Can be ignored.
Answer is a.
Managing contacts is an important way for customer reference criteria, maintaining a list of valuable customers and non valuable customers, and re-configuring goods and services for the purpose of non valuable customers.  Most casual way preferred nowadays is excel sheet which should be avoided and a more organized method should be adopted.
21. Can customer relationship management system/module be categorized?
a. Yes.
b. No.
c. Not possible.
Customer relationship management system/module can be categorized into outsourced solutions, off-the-shelf solutions, custom software, managed solutions,
If customer relationship management system/module needs to be implemented quickly in a company that lacks in-house skills necessary to tackle the job then application service providers can provide web-based customer relationship management system/module solutions for your business. It is particularly useful if your company is already into online e-commerce.
Integration of customer relationship management system/module with existing software packages are offered by several companies while cut-down versions of such software may be apt for smaller businesses. It is the cheapest option as investment is mostly into standard software components.  Consultants and software engineers may customize and create customer relationship management system/module for tailored customer relationship management system/module solutions.
This approach is particularly costly depending on software designer quotes.

22. Are there any key components adopted by your system/module ?
a. Yes.
b. No.
c. Very few.
d. Not many
Answer is a.
Management of contacts, territory, content, and opportunities, collaboration of sales through webinars, email campaigns, and through social customer relationship management system/module like facebook, twitter, and linkedin. Using telesales.

23. Are you aware of the system/modules available currently?
a. Yes.
b. No.
c. Not sure.
d. Unaware.
Answer is a.
There are many which are available in the market currently like salesforce.com, Microsoft dynamics Microsoft business contact manager, maximize, sage customer relationship management, saleslogix, goldmine, siebel, pivotal, act!, sugar customer relationship management, oracle, and sap

24. Are there any specific advices to be followed for one who is introducing system/module into his organization?
a. Yes.
b. No.
c. Not needed.
d. Can’t say.
Answer is a
First and foremost thing is considering and analyzing future needs of your organization, secondary thing is clearing up data, and third is to communicate throughout the process and get early buy-in. Ensure staff is effectively it trained to implement customer relationship management system/module and factors like lack of commitment, weak leadership, and poor communication within the organization should be addressed and rectified which can lead to failure of implementation of customer relationship management.

25. Is consolidation an important aspect ?
a. Yes.
b. No.
c. Can’t say.
d. Not sure.
Answer is yes.
Customer enquiries should be responded quickly being aware of their prior needs and preferences. There should be effective use of voice and digital email system, in-person meetings, and other touch points. Personalized interaction is enabled by effective management of services which in turn increases customer loyalty.



26. What are the vendors particular that a client should be aware of?
a. Experience.
b. Demographics of vendor.
c. Firmographics.
d. Both a and c .
e. All of the above.
Answer is d.
Enough experience in the particular field with customer relationship management system/module products, and effective training and support is provided to everyone using the system