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CRM Needs Survey

Long Wintouch CRM Needs Assessment

If you want a shorter format, please go to Quick Needs Checklist.

Customer Relationship Management (CRM) is an application area that is often misunderstood. In an effort to explain what CRM is and how it may benefit your organization, we have developed this survey representing the solutions our current Wintouch CRM customers have realized.

We believe that by carefully rating the importance of each item in this survey, you will be able to solidify your requirements and perhaps bring to light automation areas you may have not thought of.
* Required

*Name 

*Company 

*Job Title 

*Email 

Phone 

 Ext 
URL 

Wintouch is on the IBM Power i (System i, iSeries, AS/400). Is your primary business server an IBM AS/400, iSeries, System i™ or Power i?
 Yes      No

What is your office phone system? (Avaya, 3Com, WorldCom, etc.)

What is your office email client?
Outlook  Lotus Notes  Thunderbird  Other

Please rate the importance of the following items, 1 being "least important" and 5 "being most important".

General CRM Functionality

Provide a 360° view of your customer records to client-facing employees and representatives.
12345

Consolidate multiple dispersed customer/business partner databases into one central, integrated, robust and secured repository.
12345

Offer customers, prospects and business partners self-serve options via the Internet.
12345

Program process work flow to automate handling of sales inquiries, customer complains, past due accounts , etc.
12345

Access to a central repository of customer related documents, emails, letters, faxes and other communication.
12345

Ability to attach notes to profiles and activities and a feature to search within the notes.
12345

Marketing

Slice and dice the database to perform analysis or to create lists for targeted marketing campaigns.
12345

Track the effectiveness of marketing campaigns.
12345

Broadcast emails, enewsletters and esurveys.
12345

Mailmerge functions to create letters, mailers and labels.
12345

Sales

Introduce new sales leads using customizable web-page forms and import templates.
12345

Automatically assign leads to specific sales reps based on region, postal code range, territory, etc.
12345

Opportunity_Profiles for storing product/service, lead source, potential revenue, sales status, etc., which will enable reporting of the sales pipeline and effectiveness of the sales efforts and marketing campaigns.
12345

Shorten the sales process and minimize data entry by automating follow up reminders, based on sales stage, probably of close, opportunity size. etc.
12345

Provide quote and sales history information for better account management and to facilitate uncovering cross-sale opportunities.
12345

Easy access to quote and order entry with minimal amount of key strokes.
12345

Quickly set up forecast and performance reports by sales rep, territory, product line, revenue potential, or any other criteria.
12345

Live access for Mobile_Sales force via PDAs, cell phones or an Internet kiosk.
12345

Disconnected mode for laptops where there is no Internet connection, with automated synchronization.
12345

Customer Service

Incident profile to keep track of reported problems, severity, Customer Service Reps, resultion activitties, etc.
12345

Empower customers to view and update CRM/ERP information through a self-service portal.
12345

Automatic follow-up and to-do task assignments for problem tickets not yet resolved.
12345

Report on open issues, problem areas, CSR performance and customer feedback.
12345

Store email messages and attachments to customer’s record.
12345

Give field service reps the ability to access and update CRM/ERP information remotely from any mobile device in real time.
12345

Systems & IT Related

Tools to expand the CRM database to meet the initial requirements as well any future implementations.
12345

Drag & Drop tools to design the user interface for specific users or groups and for the different account type.
12345

CRM database and application server run on the native IBM System i environment, where the main/ERP applications are housed.
12345

Client_Code is placed centrally on a web server, providing automatic client setup and versioning control.
12345

Interface to collaboration, instant messagng and office products.
12345

Server API/Exit program to customize the server with impacting future software upgrades.
12345

Set access restrictions to information and functions based on users or groups.
12345

* How did you hear out about Wintouch eCRM?


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