| Sales Management Process |
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Is there a formal process for managing sales activity? |
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How are leads managed? What happens to "dropped leads?" |
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Does the company have an understanding of its cost of leads? |
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What marketing activities have the lowest cost of leads? |
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What marketing activities produce the most qualified leads? |
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What tools are used to manage the leads? |
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What metrics are documented and reviewed? Frequency? Audience? |
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| Pipeline / Lifecycle |
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Does the sales pipeline provide an adequate forecast of future sales? |
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How long is the sales cycle? What does it cost to produce a sale? |
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Is the pipeline realistic given our review of accounting and customer support? |
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What is the percent variance of forecasted sales versus actual? |
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| Lead Generation Process |
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Where do leads come from? |
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How are they tracked? |
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What happens to dead leads? |
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Are lead programs measured? |
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Which lead programs make financial sense, which do not? |
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| Voice of the Customer |
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How are customers found? |
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How do customers find you? |
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How does the Company stay in touch with its customer? |
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How are products and services specified? What is the degree of customer input into the process? |
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What are the customers saying about the target? It's products? It's people? |
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How does customer support information flow into the Voice of the Customer? |
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What is the Frequency of customer contact? Distribution of contact? |
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| Customer Relationships |
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What is the CRM system? Is it formal and coordinated or ad hoc? |
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What are its metrics? |
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Who reviews system? Frequency? |
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How does customer influence product direction? |
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