Contact Plus | Online Questionnaire

Company News

. 21st June 2004

We assist our clients to improve the operational efficiency and effectiveness of their customer-facing operations. To realise this goal we have developed a consulting framework to align our clients...

. 15th May 2004

Our client list is a diverse mix of companies ranging from large financial institutions, software companies to small & medium enterprises and includes...

Online Questionnaire

Releasing your Potential: Where are you today?

Completing the questionnaire will give us an overview of your current operation in terms of Strategy and Policy, Leadership, People, Processes and Sales.

At the end of the questionnaire we ask for details of your business in terms of the market you are in, the size and scale of your operations and any general comments.

Please see our privacy policy regarding any data you provide us.

We will respond to you within 7 days with an overview of your current position and how we can help.

Tick the boxes ONLY where you already have or plan to perform the activity exactly as described.

1. Our Marketing and Sales strategy includes a description of:

1a.		Our customers’ needs and what they have said they want from us
1b.		Measurable commercial objectives including market share, revenues, customer satisfaction and costs
1c.		The number/type of customers we want to attract, retain and develop relationships
1d.		How we will attract, retain and develop these customers e.g. products, developments, choice of channels and promotions
1e.		The qualitative experience we want our customers to have as a result
1f.		The product, price, distribution and promotional mix supported with the detailed metrics required to achieve the business objectives

2. We achieve internal buy in and understanding at all levels through ensuring:

2a.		Senior managers are involved in how the business strategy will be delivered
2b.		Middle managers and staff fully understand how the business strategy will be delivered and their part in it
2c.		An internal marketing and communication plan is in place and working throughout the organisation

3. We can confidently ensure we meet our sales targets as:

3a.		Our organisation structure and capability is focussed both on customer service and sales quality
3b.		Our processes are documented and we have a continuous improvement process to maximise efficiency of service and sales opportunities
3c.		We have sales plans in place and have integrated our sales development and support infrastructure with our customer service platforms
3d.		We have established consistent written service level agreements across all areas
3e.		We have agreed targets in the operational units
3f.		We reward exceptional performance

4. With regard to technology and data, we are/have:

4a.		Aware of all data requirements to enable optimisation of sales approaches
4b.		Defining, or have defined, all necessary business requirements to achieve sales targets
4c.		Defined and documented the customer process and required data before designing software
4d.		Listen to staff who talk to customers to incorporate their needs
4e.		Ensure the technology team work closely with operational units

5. With regard to people and management we will/have:

5a.		Roles, profiles and competencies are defined and documented in line with our strategy
5b.		Our recruitment, remuneration (rewards and recognition) and HR policies support our objectives
5c.		Interpersonal skills training is emphasised at all levels and lifetime customer satisfaction coaching is prevalent
5d.		Train and develop senior managers to facilitate and manage change
5e.		Specifically define the sales and service culture we want
5f.		The way we set our peoples’ personal objectives and measure performance supports our strategic objectives
5g.		A formal staff satisfaction monitoring programme

6. Overall we

6a.		Balance the need to provide efficient service and build relationships with customers
6b.		Define and proactively manage the interdependencies between marketing, ICT and sales support functions
6c.		Have sufficient skilled resources to do deliver the service and sales objectives
6d.		Senior Executives participate in supporting our objectives
6e.		Includes post-launch support and ongoing development for sales and service initiatives
6f.		Have formal change management mechanisms and activities
6g.		Monitor and control the business through use of Management Information Systems which cover sales, service and staff satisfaction

7. Your Details

Name:*		*Required
Company:
Telephone:
Email:*
Industry Sector:
Number of Contact Centres:
Number of Seats:
Additional comments:

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