CRM Readiness Assessment Tool

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CRM Readiness Assessment Tool Powered By Docstoc
					                                                                                                                CRM Readiness Assessment

Instructions

Use this tool to help you measure your organization's readiness for a CRM Program and/or CRM system implementation.      Ranking Scale

1. In the "CRM Assessment" tab, rank your organization on a scale of 1-5 on your compliance with each best practice.     1 - Strongly Disagree


2. Check the "Readiness Index" tab for results & analysis.                                                               2 - Disagree


                                                                                                                         3 - Moderately Agree


                                                                                                                         4 - Agree


                                                                                                                         5 - Strongly Agree
                                                                                                                    CRM Readiness Assessment

Senior Management Commitment
Description of Best Practices                                                                               Score          Areas of Concern


Senior management understand CRM is a complex, long-term initiative.                                         2

Senior management has committed to provide adequate resources to ensure success.                             2
Senior management is prepared to enhance current I/T equipment to ensure that the CRM system is stable,
reliable, and has been incorporated into disaster recovery plans.                                            1
Alignment with Business Goals & Objectives
Description of Best Practices                                                                               Score          Areas of Concern


There is a general trend in your industry to add or improve CRM systems.                                     4

CRM is an initiative that has been slated in your enterprise strategic plan.                                 1

Achieving success with CRM will help to achieve future enterprise goals.                                     3

Senior management agrees that CRM is critical for meeting future goals.                                      5

Each department has documented clear goals and deliverables for a CRM system.                                3

Senior management clearly understand CRM and how it can benefit the business.                                5
Level of Process Maturity & Documentation
Description of Best Practices                                                                               Score          Areas of Concern


Defined, repeatable, and measureable processes are documented for Sales.                                     2

Defined, repeatable, and measureable processes are documented for Marketing.                                 1

Defined, repeatable, and measureable processes are documented for Customer Service.                          3

Defined, repeatable, and measureable processes are documented for Order Management.                          2

Defined, repeatable, and measureable processes are documented for Billing.                                   5

Clear metrics exist in each department to evaluate performance & productivity.                               3
Data Management & Accuracy
Description of Best Practices                                                                               Score          Areas of Concern


Customer information is safely stored in a data warehouse or online storage system.                          4

Product information is safely stored in a data warehouse or online storage system.                           5

We have one unique customer identifier used across all departments, i.e. Account #                           4
I/T has taken responsibility for data management across all departments. Each department has committed to
keep data as clean as possible, and free from errors.                                                        5
The Sales department does NOT have direct access to an order-management interface.            5
Customer-Centricity
Description of Best Practices                                                                Score   Areas of Concern


Customers are strongly focused on by all enterprise departments.                              5

Customer needs drive business planning & decision-making.                                     4

There are more than 25 people who deal directly with customers.                               3

Customers typically deal with staff from more than one department.                            2

Target or ideal customers have been identfied and communicated across the enterprise.         5

Best Practices for retaining & adding more ideal customers have been documented.              3
System Training & Support
Description of Best Practices                                                                Score   Areas of Concern


Budget and resources have been put aside for end-user training & support.                     2

There is enough time for all groups to be trained well in advance of the planned roll out.    3

There is staff in place to provide training, support, and system administration.              4

Job descriptions for Sales Support staff have been created, and positions filled.             3
Each area of the assessment is ranked out of 5. Use this to identify areas for improvement before your CRM system implementation.
                                                            G
                                               Current      o
  CRM Readines Assessment                                   aGoal State                                        CRM Readiness Index
                                                State       l


  Senior Management Commitment                   1.7             2.2                                               Senior Management
                                                                                                                      Commitment
                                                                                                                       5.0

                                          3.5
  Alignment with Business Goals & Objectives                     4.0                                                  4.0

                                                                                                                      3.0              Alignment with Business
                                                                                System Training & Support
                                          2.7
  Level of Process Maturity & Documentation                      3.2                                                  2.0
                                                                                                                                          Goals & Objectives


                                                                                                                      1.0
  Data Management & Accuracy                     4.6             5.0                                                  0.0



  Customer-Centricity                            3.7             4.2
                                                                                                                                       Level of Process Maturity &
                                                                                       Customer-Centricity
                                                                                                                                             Documentation

  System Training & Support                      3.0             3.5
                                                                                                                  Data Management &
  CRM Readiness Index                            3.2             3.7                                                   Accuracy
   4.6                  5.0
                                                                                                                                                          0.0


Customer-Centricity                                            3.7                  4.2
                                                                                                                                                                                Level of Process Maturity &
                                                                                                                          Customer-Centricity
                                                                                                                                                                                      Documentation
System Training & Support                                      3.0                  3.5

CRM Readiness Index                                          3.18                 3.68                                                            Data Management & Accuracy

				
DOCUMENT INFO
Description: Use this tool to measure your organization's readiness to implement an enterprise CRM program and/or system.
This document is also part of a package Sales Effectiveness & CRM 45 Documents Included