Quiz 4 - Customer Relationship Management  
  Take the CRM proficiency quiz to see how well your organization is doing in developing and executing its customer relationship managaement plans, programs and activities. 
     
  Select your level of agreement with the statements below made regarding marketing processes and practices in your organization.  If the statement does not apply to your industry or business model, select "0" which is the default value from the drop down list, so that it is not counted in your overall score.  There is a reset button at the bottom of the quiz.   It will clear all of your answers.  You can also print a copy of this quiz by clicking the print button at the bottom of the quiz.               
  Scoring System            
     
  Answer --------------- Points  
     
  Not Applicable (NA) ----------  0       
  Strongly Disagree ----------  1       
  Disagree ----------  2       
  Somewhat Agree ----------  3       
  Agree ----------  4       
  Strongly Agree ----------  5       
     
1) We have formal customer relationship strategies and processes to improve service, cut costs, and revitalize sales and marketing.
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.
3) We are satisfied with the integration of new customers into our customer family.
4) We know why we are losing customers.
5) We have strategies and programs that reduce customer defections.
6) We are satisfied with our customer's loyalty.
7) We have processes and programs in place to find out who are our best customers are.
8) We have a customer loyalty/retention program.
9) We have a customer relationship management system that works.
10) We have a customer referral program.
11) We do an excellent job of tracking customer satisfaction levels.
12) We measure the profitability of our customers.
13) We have processes and programs in place to win back customers who have defected.
14) We have a formal process for capturing and disseminating customer feedback so that the appropriate actions can be taken quickly.
15) We understand our current service levels and compare them to our competitors' service levels.
16) We have a customer advisory panel to help us in the development of new products and services.
17) We have an effective cross-sell and up-sell programs with our existing customers.
18) We are satisfied with overall customer satisfaction.
19) We regularly use customer satisfaction surveys.
  a  
  Total Points Scored
  Total Possible Points
  Percentage Score
  a
  Grade
 
 
   
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