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Your Complete Address, City, State, Country:
DynamicsCenter
Implementation Engagement
for Microsoft Dynamics CRM
Please enter your complete information:
Company (Client) Name:
Person Assisting in Profile: Title:
E-Mail: Phone Ext:
Client’s Anticipated Project Leader: Title:
Web Site:
Annual Revenue of Company Total: This facility/Div:
Number of Employees Total: This facility/Div:
Number of locations: Sales: Other/Type:
Private or Public:
Description of company’s business:
What type or other brands of software applications being evaluated (Sales/Service):
Who are the members of the project evaluation team? Titles
Who is the executive sponsor? Title:
What is your timeframe to make a decision?
What is the timeframe for Implementation?
What is the compelling event or issue causing a look at new software?
Is there an official Budget? Yes No An Estimate? Yes No How Much: ____________
Does the budget include Software, Implementation Services, Hardware, and Support, or any internal employee expenses?
What other solutions are you evaluating?
Do you have CRM Now? Yes No Outlook
What are you using for CRM?
Has it been customized? Yes No $ ______ or %____ Who did it?
What back office software/accounting/operations system do you run?
Is this customized? Yes No How Much? $_______ or Time: ______ Who did it?
Is a new Back Office software system also part of this process?
Sales Department/Process Questions:
Define your existing Sales organization: (number of reps, hierarchy, and geography)
Inside Sales:
Field Sales:
How many customers does the company have?
How many Prospects does it address for new business?
Do you have channel and/or distributor sales? Yes (Circle which) No
If Yes, how are they organized?
What % of sales goes to these channels:
How does your sales team communicate with prospects and customers today?
Fax %____ E-mail%____ Phone %____ Pagers ____ Other _______
What do you currently use for Sales Force Automation?
What do you like about your existing system?
What are your dis-likes with your existing system?
What products and/or services do you sell?
How do you currently sell or do new business development? (Day in the life)
How do you track leads, opportunities, contacts, and accounts?
Do you forecast Sales? Yes No
What are the tools and methods used for forecasting?
What types of sales reports do you use?
Do you generate quotes?
How are quotes generated?
Do you generate orders or service requests?
How are orders generated?
What is the flow after an order is submitted?
What are the steps in your sales cycle?
How long is your typical sales cycle?
Do you use/support a specific sales methodology?
What are your top 3-5 objectives for Sales Force Automation?
1.
2.
3.
4.
5.
Customer Service Questions:
Do you have Customer Service management/tracking software now? Yes No
What?
Has it been customized? Yes No $ ______ %____ Who did it?
Define your existing Service organization: (number of reps, types of services offered, tiers, specialties)
What products and/or services do they support?
How are service requests assigned?
What is a typical call, or email like?
Give me an example of a day in the life or a Customer Service Representative(CSR):
What is the flow of a service request?
How does it start?
How is the customer identified?
What information is provided to the CSR rep?
What additional info does the CSR need?
How do they resolve the request?
What % of calls/emails are resolved in the first contact?
How is problem escalation handled?
Do you have contracts/warranties?
If yes, what is the time?
How are they tracked?
How are contracts/agreements/entitlements verified?
Describe the first line resolution of service requests:
Use of Knowledge base?
Real time interaction?
Sources of information?
Do you track product defects? Yes No how?
What types of reporting are most important to your service organization?
Describe how your service organization communicates today?
What is your existing customer service application?
What do you like about your existing application?
Do you use (CTI – Computer Telephony Integration)? Yes No How do you use it or plan to use it?
If yes, what is the hardware switch?
If yes, which middleware?
If no, do you plan on using CTI in the near future?
If yes, when?
What is the relationship between sales and service?
What other departments interface with the service department?
What are your top 3-5 objectives for Customer Service?
Marketing Questions:
How do you generate your leads?
Web?
Telemarketing?
Tradeshows?
Buy lists?
Other?
Do you track the quality of your leads? Yes No How?
How are sales calls made into leads?
Do you do any email marketing?
Internet Strategy:
What is your CRM or general Internet strategy?
For Sales?
For Service?
Do you plan to extend any employee facing applications/functionality to your customers on the Web?
Technical Questions:
What is your PC Platform? How Many PC’s:
What is your server platform? Will it support new software? Yes No
What is your database platform? SQL Server ______
Do you use Exchange Server? Yes No What email system?