Welcome to your CRM Self Assessment 1. In our vision and purpose, the impact we want to make with our customers is the focus, not just our products, services or what we do. Please select your answer 1 2 3 4 5 6 7 8 9 10 2. Our mission articulates how we add value for customers and/or the experience they receive from us. Please select your answer 1 2 3 4 5 6 7 8 9 10 3. At the strategy level - we have a small number of very clear goals to achieve. Please select your answer 1 2 3 4 5 6 7 8 9 10 4. Customer advocacy is one of our key, long-term goals. Please select your answer 1 2 3 4 5 6 7 8 9 10 5. Empathy for the customer is extremely important in our business. Please select your answer 1 2 3 4 5 6 7 8 9 10 6. Our leadership team consistently put the focus on the customer and the value we need to deliver for them. Please select your answer 1 2 3 4 5 6 7 8 9 10 7. The management team invests time on activities that involve customers. Please select your answer 1 2 3 4 5 6 7 8 9 10 8. We use a range of results and performance measures to assess overall performance - not just financial outcomes. Please select your answer 1 2 3 4 5 6 7 8 9 10 9. We know our various customer groups and are very clear on what we are trying to achieve with each group. Please select your answer 1 2 3 4 5 6 7 8 9 10 10. We know how our various customer groups define value. Please select your answer 1 2 3 4 5 6 7 8 9 10 11. We have value propositions that are meaningful for each customer group. Please select your answer 1 2 3 4 5 6 7 8 9 10 12. We have true insight into the way meaningful relationships develop with our customers. Please select your answer 1 2 3 4 5 6 7 8 9 10 13. Our goal is to open relationships with chosen customers where we know there is a positive two-way value exchange. Please select your answer 1 2 3 4 5 6 7 8 9 10 14. We actively build positive moments into the experience and relationship development with customers. Please select your answer 1 2 3 4 5 6 7 8 9 10 15. We have capability in customer engagement and marketing activities at important moments for the customer. Please select your answer 1 2 3 4 5 6 7 8 9 10 16. Customer information is structurally and consistently shared between teams/departments which have contact with the customer. Please select your answer 1 2 3 4 5 6 7 8 9 10 17. Our organisation is aligned across functions to deliver value for our customers (we are not siloed). Please select your answer 1 2 3 4 5 6 7 8 9 10 18. We know and use our customers’ communication preferences. Please select your answer 1 2 3 4 5 6 7 8 9 10 19. We align recourses and channels to deliver value for our customers. Please select your answer 1 2 3 4 5 6 7 8 9 10 20. Frontline employee recruitment is based in heavily on their degree of customer orientation. Please select your answer 1 2 3 4 5 6 7 8 9 10 21. Frontline employee performance evaluation is partially based on the behaviours required to build specific relationship types with our customers. Please select your answer 1 2 3 4 5 6 7 8 9 10 22. There are objectives for different customer contact moments included the marketing, communication or account plans. Please select your answer 1 2 3 4 5 6 7 8 9 10 23. We have identified the results we are looking for across the value delivery system and use measures to provide feedback. Please select your answer 1 2 3 4 5 6 7 8 9 10 24. Any partners we use in the delivery of value for our customers are completely aligned to our goals. (if you do not have any delivery partners or third parties, answer Not Applicable N/A) Please select your answer 1 2 3 4 5 6 7 8 9 10 25. We have clear and documented protocols in place for collecting, processing and maintaining customer information. (This includes privacy and security.) Please select your answer 1 2 3 4 5 6 7 8 9 10 26. Employees with customer contact have access to customer information and value our systems. Please select your answer 1 2 3 4 5 6 7 8 9 10 27. We are able to identify the customer during each contact moment and have full customer knowledge at our disposal. Please select your answer 1 2 3 4 5 6 7 8 9 10 28. Collection and acquisition of accurate customer information is an important part of our protocols and processes. Please select your answer 1 2 3 4 5 6 7 8 9 10 29. All of the information that is necessary to deliver value and realise the customer strategy is available. Please select your answer 1 2 3 4 5 6 7 8 9 10 30. Even people employed in the IT or data management roles also have an understanding of the customer strategy and the delivery of customer value. Please select your answer 1 2 3 4 5 6 7 8 9 10 31. The customer information that is available is relevant, accurate, up to date, complete and consistent Please select your answer 1 2 3 4 5 6 7 8 9 10 32. Delivery partners are co-operation-minded and voluntarily share customer data with us. (if you do not have any delivery partners or third parties, answer Not Applicable N/A) Please select your answer 1 2 3 4 5 6 7 8 9 10 33. The quality of our service and products adds value to our relationship with the customer. Please select your answer 1 2 3 4 5 6 7 8 9 10 34. We can tailor our products and services to match the various needs of our customers. Please select your answer 1 2 3 4 5 6 7 8 9 10 35. All of our operational activities are aligned to deliver the defined value and experience. Please select your answer 1 2 3 4 5 6 7 8 9 10 36. All of our improvement activities are pegged to the delivery of customer value and experience. (That is, improvement activity does not detract from the delivery of customer value for the sake of, reducing costs for example). Please select your answer 1 2 3 4 5 6 7 8 9 10 37. We are capable of identifying the future needs of specific customer groups and then building capability to address those needs. Please select your answer 1 2 3 4 5 6 7 8 9 10 38. We regularly seek feedback and advice from customers on our current performance and in the development of new products and/or service enhancements. Please select your answer 1 2 3 4 5 6 7 8 9 10 39. Employee engagement and feedback is highly valued in our organisation. Please select your answer 1 2 3 4 5 6 7 8 9 10 Name Email Time's up
