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Use this tool to measure your organization's readiness to implement an enterprise CRM program and/or system.
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
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