Scribd
Upload
18 views

CRM_Audit_Questionnaire (1)

The document outlines a comprehensive assessment framework for evaluating CRM systems across various areas including lead management, marketing, sales, customer support, and platform usage. Each area contains specific questions rated on a scale of 1-5, focusing on effectiveness, integration, user adoption, and compliance. The goal is to identify strengths and weaknesses in CRM implementation and usage to enhance overall business processes.

Uploaded by

Charudatta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
18 views

CRM_Audit_Questionnaire (1)

The document outlines a comprehensive assessment framework for evaluating CRM systems across various areas including lead management, marketing, sales, customer support, and platform usage. Each area contains specific questions rated on a scale of 1-5, focusing on effectiveness, integration, user adoption, and compliance. The goal is to identify strengths and weaknesses in CRM implementation and usage to enhance overall business processes.

Uploaded by

Charudatta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
You are on page 1/ 4

Area Question Score (1-5)Comments

Lead ManaHow effectively are leads captured from various marketing channels?
Lead ManaIs there an automated lead assignment system in place?
Campaign Are marketing campaigns planned and tracked within the CRM?
Campaign How well are email campaigns integrated with CRM?
Campaign Is there A/B testing functionality available and used?
SegmentatHow effectively is customer data segmented for personalized marketing?
SegmentatIs demographic and behavioral segmentation used?
Marketing Are drip campaigns and workflows implemented?
Marketing Is lead scoring configured based on engagement?
Analytics &Are marketing KPIs tracked through CRM dashboards?
Analytics &Is campaign ROI monitored and analyzed?
IntegrationIs the CRM integrated with social media and ad platforms?
IntegrationIs CRM integrated with a website for tracking visitor behavior?
Data ManaIs data cleansing done regularly to maintain accuracy?
Data ManaAre duplicate records identified and merged automatically?
Complianc Are marketing communications compliant with GDPR/other laws?
User AdoptAre marketing users trained adequately on CRM usage?
User AdoptIs there regular feedback taken from marketing users?
Tools UsedAre tools like Salesforce Marketing Cloud or Dynamics 365 Marketing in use?
Tools UsedIs there usage tracking for the marketing modules in CRM?
Area Question Score (1-5)Comments
Lead ManaIs lead qualification clearly defined in CRM?
Opportuni Are sales stages and pipelines configured appropriately?
Opportuni How consistently are opportunities updated by the sales team?
Forecastin Is sales forecasting being used and accurate?
Forecastin Are quotas set and monitored for sales reps?
Account MIs there a structured approach to managing key accounts?
Account MAre account plans documented in CRM?
Activity Tr Are all meetings, calls, and emails logged in CRM?
Activity Tr Is there mobile access for field sales reps?
AutomatioAre task reminders and follow-ups automated?
Reporting Are real-time sales dashboards used by leadership?
Reporting Are custom reports created for tracking performance?
IntegrationIs CRM integrated with email/calendar tools like Outlook or Gmail?
IntegrationAre third-party apps like LinkedIn Sales Navigator integrated?
Data AccurIs the sales data reviewed and updated regularly?
User AdoptIs there sufficient training for new sales hires on CRM?
User AdoptIs sales team adoption tracked and improved?
Tools UsedAre tools like Salesforce Sales Cloud or Dynamics 365 Sales in use?
Mobile UsaIs the mobile CRM app being utilized effectively?
Sales Stra Does CRM usage align with the overall sales strategy?
Area Question Score (1-5)Comments
Case ManaIs there a standard process for logging and resolving cases?
Case ManaAre SLAs tracked and managed in CRM?
OmnichannIs customer support available across email, phone, chat, social?
OmnichannIs CRM integrated with support channels for ticket creation?
KnowledgeIs there a searchable knowledge base linked to CRM?
AutomatioAre auto-responses and routing rules configured?
Customer Is feedback collected after ticket resolution?
Customer Are CSAT/NPS scores tracked in CRM?
Reporting Are support metrics like resolution time tracked in dashboards?
Reporting Are reports available for issue trends and agent performance?
Escalatio Is there an escalation process configured in CRM?
IntegrationIs CRM integrated with external helpdesk tools if used?
IntegrationIs telephony or chatbot integrated with CRM?
KnowledgeDo support agents have access to historical interactions?
Self-servic Is there a self-service portal for customers?
Training Are support agents trained regularly on CRM and tools?
Adoption Is agent performance reviewed based on CRM usage?
Tools UsedAre tools like Salesforce Service Cloud or Dynamics 365 Customer Service used?
AI CapabiliIs AI or ML used for case prediction or routing?
Complianc Are customer interactions logged for compliance and audit?
Area Question Score (1-5)Comments
Platform UWhich CRM platform is currently used (Salesforce, Dynamics 365, others)?
License UtiAre CRM licenses fully utilized across teams?
Feature AdAre advanced CRM features (AI, automation, forecasting) in use?
IntegrationIs CRM well-integrated with ERP, HRMS, or finance systems?
IntegrationAre APIs or connectors used for custom integrations?
User TrainiIs there a structured CRM onboarding program?
Change MaWas there a formal change management process for CRM adoption?
CustomizatIs the CRM heavily customized or mostly out-of-the-box?
CustomizatAre custom workflows and objects documented?
Data Gove Is there a defined data ownership and governance policy?
Security Are role-based access controls implemented?
Security Is audit logging enabled for critical data access?
Mobile AdoAre mobile CRM features widely used?
PerformancIs system usage and performance monitored?
Feedback Is user feedback collected for continuous improvement?
Support Is there a dedicated CRM admin/support team?
Scalability Can the current CRM scale with business growth?
Complianc Is the CRM compliant with industry regulations (GDPR, HIPAA, etc.)?
Vendor SupIs the vendor support responsive and helpful?
Roadmap Is there a documented CRM strategy and roadmap?

You might also like