Dynamic Crm Questionnaire to gather information about the customer process

Objective:   This questionnaire is administered to understand and gather information and requirement about the customer business process for Dynamic CRM and enable the technical team to configure and implement the same.

Introduction to MS CRM

Microsoft Dynamics CRM is a customer centric Customer Relationship Management (CRM) software solution designed to support the effective management of customer relationships and life-cycle, from initial lead through to after sale activity. It provides users with the tools to successfully manage every stage of the sales process. Microsoft CRM facilitates task and appointment setting through to lead tracking and analysis. 

Microsoft Dynamics CRM supports the entire organization through a set of modules, 
lets discuss and also make customer aware of it. 

Sales Module

Sale Module provides users with the tools to successfully manage every stage of the sales process. Microsoft CRM facilitates task and appointment setting through to lead tracking and analysis. 

• Manage contacts and accounts
• Improve time management
• Promote leads to opportunities
• Manage sales pipelines

Refer here to know about how typical Sales life cycle works Dynamic CRM

Marketing Module

Microsoft Dynamics CRM facilitates every aspect of campaign management and mass communications. Microsoft CRM supports everything from the initial planning stages through to measurement of success.

• Generate and send communications
• Manage workflow
• Create targeted lists
• Manage and track costs

Service Module
The Service Management module of CRM is designed to focus, manage, and track the customer service operations of an organization such as supporting the incident-based services, supporting the customers using service scheduling, etc.

• Cases (Incidents) - Support any customer requests, issues, or complaints to be tracked
• Knowledge Base - Repository for FAQ's
• Contracts - A binding agreement between customer and business.
• Resources - Represent various assets, employee an organization has to deliver a service.

Organisation

Q1. How many users in each of below departments will be accessing CRM? 

a. Sales team 

b. Marketing team

c. Admin/support staff (IT)                                    

d. Please list others, if any

Refer here to know how to manage a user in Dynamic CRM

Q2. Which other product of Microsoft family do you use?

This will give you direction to discuss about any potential integration required.

     a. SharePoint
     b. Microsoft AX
     c. Microsoft Business Central
     d. Computer Telephony System (CTI) or Swtichvox
     e. Linked-In

     f. Power BI

     g. Any others In-house ERP or software, please mentioned 

Refer here to know how to do integration between SharePoint and Dynamic CRM

Refer here to know about Unified communication an integration between phone system and CRM

Q3. Discuss any escalation matrix for delayed activities?

     a. Calls – Escalation

     b. Any turnaround time
     c. Follow ups with customer on any service contract.
     d. Quotation expiry reminder
     e. Appointment intimation

Q4. Understand Management Hierarchy and list few designations that 
       can be related to security role? 

Security Role Name	Description
CEO Sales Head Territory Head Business Development Manager	Full view rights of all reports across all modules Full view rights of all report of sales module across all geographies Rights to view all reports with respect to sales across all products & customers for the particular assigned territory Rights to create Lead, convert it to opportunity & close the sales process

Q5. Get information about various divisions, departments and teams operating
       across or in isolation. Such information can help you configure business unit in 
       Dynamic CRM. 
       A typical example to help business understand about BU is as:

Refer here for detail understanding about Security model of Dynamic CRM

Q6. Get information about mail exchange server

• check if they are using Microsoft Exchange or 
• using different SMTP server.

Refer here to understand how to configure email and mailboxes in Dynamic CRM

Q7. Do you have an any existing IT Team (In-house or Partner) who would provide
       infrastructure information about servers? 

Sales Module

Refer here to know about how Sales life cycle works in vanilla Dynamic CRM

Q1. Does it differ for existing client and new client?

           a. Yes                                            

           b. No

Q2. Is there any concept of account Management?

           a. Yes                                            

           b. No

Q3. How many people meet the customers directly?

   

  a. 0-10

  b.10-50  

  c. 50 & above

  d. Others

Q4. Under what condition a lead will move to a qualify stage? 

       (e.g., receive & upload PO/ get assurance from customer/ non- defined/  invite for RFP etc.)

Q5. What are the various reports expected by sales team or department?

             a.     Sales Pipeline

             b.     Goals actual vs. Expected

             c.     Monthly/Quarterly/Yearly Revenue Projection

             d.     Deals Won vs. Deal Lost

  

Q6. What is the sales hierarchy for your organization? 

       (Attach org chart, relevant JD etc.) – to discover roles

Q7. What are KPI parameters for the sales function & marketing function? 

       How are they mapped to roles in the hierarchy?  

       (to discover what to capture and not to capture in reports)

Geographical Location:

Q1. How many geographical locations do you operate? 

       How does sales across territory managed?

Marketing Process:

The marketing module helps the marketing managers, assign, schedule, and track marketing campaign activities and measure campaign performance.

Q1. How do you generate Lead for your business?

             a.     Sales Exhibitions

             b.     Web to Lead - an enquiry coming from company contact us web-page.

             c.     Any call requesting for a quotation 

             d.     Customer or Employee referrals

Q2. What factors helps in filtering out target customers?

             a.     Based on any specific region

             b.     Customer's who recently have made changes in their subscriptions

             c.     Customer who opted for any discounts

             d.     Customer who have been with you since X years

Q3. What is campaign management process and channel of campaign?

             a.     Email

             b.     SMS or IVR (Interactive Voice Response)

             c.     Letters

             d.     Flash messages on devices like TV, Andriod App

Q4. Who will handle what all roles in marketing campaign?

Q5. What all reports are expected out of the system for Marketing?

1. Campaign type Mix        
2. Campaign Budget v/s Actual Cost
3. Leads Source by Campaign                                         
4. Revenue generated by Campaign

Q6. How is the KPI’s for the marketing process defined?

1. Campaign Revenue
2. Cost per campaign Activities
3. Lead to customer ratio
4. Other

Please write in comments below if you have any question, that could help me listing it down in this blogs

Thanks.