CRM Audit Checklist – Let Proven ROI Help You!
August 14, 2022
If you are planning to conduct a CRM checklist, it is important to do it the right way. A CRM audit helps you examine the health of your CRM platform by assessing a range of different aspects of the same. Just like it is important to get a medical checkup done regularly to ensure that you are healthy, it is important to get a CRM audit conducted to ensure its smooth functioning.
If you are looking forward to an in-depth CRM audit, allow Proven ROI to help you out. Our team of experts understands the nitty-gritty details of CRM platforms and would work according to your needs and preferences. After coming on board, we would understand the objectives you want to achieve through your CRM solution and conduct an audit to make sure that your CRM platform matches your purpose of setting it up.
A well-defined CRM checklist helps businesses and auditing professionals cover all important aspects of conducting a CRM audit. It allows you to lay down all the areas to analyze and the things to focus on the most during the audit. At Proven ROI, we prepare a CRM audit checklist based on your requirements and the areas you want to focus on the most.
However, here are some of the most important aspects to include in a CRM audit checklist, irrespective of the objectives your organization wants to attain:
Identity Data
A CRM platform is all about seamless data management. Naturally, data plays the most important role in performing any activity using your CRM solution. It is arguably the aspect that you need to focus on the most while conducting a CRM audit.
As the name suggests, identity data is the data that allows you to identify the prospects, customers, and businesses you deal with. As customers are at the heart of any CRM solution, it is important to ensure that your identity data is well-structured, organized, and clean. Issues with these records may result in entire campaigns getting derailed and all your efforts going in vain.
Here are some major types of identity data that should be assessed thoroughly during your CRM audit: Quantitative Or Operational Data
Along with the identity data stored within your database, it is essential to assess the quantitative records related to your prospects and customers. Also known as operational data, these records provide you with information regarding the behavior of your customers and the engagement between them and your business.
Quantitative or operational data includes all information related to the activities performed by your customers and their interaction with your business.
Here are some major types of quantitative that should be assessed while conducting a comprehensive CRM audit: Qualitative Data
Now that you are thorough with the quantitative data, let us shift our focus to the qualitative data that needs to be assessed while getting your CRM platform audited. This is the data that provides you with valuable information about your customers apart from the details already discussed above.
Qualitative data helps you understand what motivates your prospects to engage with your business, their preferences, and choices that affect their buying decisions.
Here are some major types of quantitative data that should be looked into while conducting a comprehensive CRM audit:
CRM Usage
Along with the data stored within your CRM, it is equally important to focus on the usage of the platform while conducting a CRM audit. It is important to know who is using the CRM platform within your organization. While bigger companies have entire teams working on CRM software, smaller businesses may only have a handful of users.
Analyzing CRM usage helps you ensure that the platform is used adequately and the users can make the most of it to attain the desired objectives. While auditing your CRM platform, our experts at Hyper Warp Speed would work out the scope of your CRM solution and check if the number of users within your organization is enough to use the platform in an optimized manner.
If your CRM platform is not used to its best capability, we would encourage user adoption and have more of your team members use your CRM solution to get the desired results. On the other hand, if you are paying for more users than required to achieve your objectives, we would suggest you hold back a little and work towards your goals by saving your hard-earned money.
CRM Integration
CRM platforms are often integrated with suitable third-party applications or services to expand their functionalities. CRM integration allows users to work on a unified platform instead of multiple different platforms. It helps you synchronize your data and provide users with a more centralized approach to carrying out their processes.
While conducting a CRM audit, CRM integrations are also looked into along with your CRM platform itself. These integrations are important aspects of your CRM as they consist of your business data and records that need to be assessed.
While assessing your CRM integrations, we would see if you have integrated with suitable applications, if your business data is perfectly synchronized, and if the integrations add enough value to your business. This would help you enhance your integrations and leverage your processes as per your business objectives.
A well-defined CRM checklist helps businesses and auditing professionals cover all important aspects of conducting a CRM audit. It allows you to lay down all the areas to analyze and the things to focus on the most during the audit. At Proven ROI, we prepare a CRM audit checklist based on your requirements and the areas you want to focus on the most.
However, here are some of the most important aspects to include in a CRM audit checklist, irrespective of the objectives your organization wants to attain:
Identity Data
A CRM platform is all about seamless data management. Naturally, data plays the most important role in performing any activity using your CRM solution. It is arguably the aspect that you need to focus on the most while conducting a CRM audit.
As the name suggests, identity data is the data that allows you to identify the prospects, customers, and businesses you deal with. As customers are at the heart of any CRM solution, it is important to ensure that your identity data is well-structured, organized, and clean. Issues with these records may result in entire campaigns getting derailed and all your efforts going in vain.
Here are some major types of identity data that should be assessed thoroughly during your CRM audit:
- Name And Title
– The first, last, and middle name; the designation of individuals, and other relevant information
- Address
– The postal address of an individual’s residence or office
- Personal Information
– Information like gender, date of birth, place of birth, etc.
- Contact Details (Telephone)
– Residential telephone number, work telephone number, personal/work mobile number, etc.
- Emailing Information
– Personal email address, work email address, secondary email addresses, etc.
- Social Media Information
– Social media handles (personal and business)
- Account Information
– Account IDs, user IDs, etc.
- Professional Details – Name of the company, job title, department name, etc.
Quantitative Or Operational Data
Along with the identity data stored within your database, it is essential to assess the quantitative records related to your prospects and customers. Also known as operational data, these records provide you with information regarding the behavior of your customers and the engagement between them and your business.
Quantitative or operational data includes all information related to the activities performed by your customers and their interaction with your business.
Here are some major types of quantitative that should be assessed while conducting a comprehensive CRM audit:
- Transactional Information
– This is the data regarding online and offline purchases made by your customers, dealing with the items purchased, quantity of items purchased, order value, order status, renewal status, abandonment rate, product returns, revenue earned, and more
- Online Activities
– Website visits, social media engagement, online registrations, lead forms filled, product views, etc.
- Customer Support Data – Customer query records, case details, agents assigned, ongoing cases, closed cases, etc.
Qualitative Data
Now that you are thorough with the quantitative data, let us shift our focus to the qualitative data that needs to be assessed while getting your CRM platform audited. This is the data that provides you with valuable information about your customers apart from the details already discussed above.
Qualitative data helps you understand what motivates your prospects to engage with your business, their preferences, and choices that affect their buying decisions.
Here are some major types of quantitative data that should be looked into while conducting a comprehensive CRM audit:
- Opinion-based Information
– As the name suggests, this is the data that highlights the opinions of your prospects and customers, such as their favorite colors, favorite products, favorite genres, etc.
- Attitudinal Information
– This data provides you with information regarding how your customers feel about your products/services and their attitude towards the same
- Motivational Information – This data helps you understand what motivates your customers and prospects to engage with your business and make purchases, such as their likes, dislikes, needs, and preferences
CRM Usage
Along with the data stored within your CRM, it is equally important to focus on the usage of the platform while conducting a CRM audit. It is important to know who is using the CRM platform within your organization. While bigger companies have entire teams working on CRM software, smaller businesses may only have a handful of users.
Analyzing CRM usage helps you ensure that the platform is used adequately and the users can make the most of it to attain the desired objectives. While auditing your CRM platform, our experts at Hyper Warp Speed would work out the scope of your CRM solution and check if the number of users within your organization is enough to use the platform in an optimized manner.
If your CRM platform is not used to its best capability, we would encourage user adoption and have more of your team members use your CRM solution to get the desired results. On the other hand, if you are paying for more users than required to achieve your objectives, we would suggest you hold back a little and work towards your goals by saving your hard-earned money.
CRM Integration
CRM platforms are often integrated with suitable third-party applications or services to expand their functionalities. CRM integration allows users to work on a unified platform instead of multiple different platforms. It helps you synchronize your data and provide users with a more centralized approach to carrying out their processes.
While conducting a CRM audit, CRM integrations are also looked into along with your CRM platform itself. These integrations are important aspects of your CRM as they consist of your business data and records that need to be assessed.
While assessing your CRM integrations, we would see if you have integrated with suitable applications, if your business data is perfectly synchronized, and if the integrations add enough value to your business. This would help you enhance your integrations and leverage your processes as per your business objectives.
Data Compliance
Another small but important aspect that needs to be added to your CRM audit checklist is data compliance. Always make sure that your CRM solution is in sync with the data compliance laws and regulations applicable to your country. This allows you to handle your customers’ valuable and sensitive records in a secure, private, and trusted manner.Get Your CRM Audited At A “Proven ROI”!
If you are looking for a CRM doctor to assess the health of your software and recommend the right doses of medications, Proven ROI is more than happy to help! Our team of experts would understand your business objectives, analyze your CRM solution, and help you resolve all relevant issues to enhance the functioning of your CRM platform.Featured Resources
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